What are the responsibilities and job description for the Call Triage Support and Dispatch Associate position at HarveStaff?

This is a fully-remote position. Shift : Sunday - Thursday, 10pm-6 : 30am EST / 10 : 30pm–7am EST)

Job Summary

Call Triage Support and Dispatch Associate is responsible for qualifying or "triaging" initial customer calls that require technical assistance.

Job Description

Customer Response Squad Lead.
Responsibilities include offering an operator-level solution to diagnose and troubleshoot basic hardware issues and escalating more complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads.
Supports general call inquiries, and part order processing and supports resolution of customer inquiries regarding parts and service dispatch.
Supports updating and accurately maintaining data in SAP and CRM systems and other administrative-type activities that can be supported outside of core business hours.
Provides after-hours first-call support for device and hardware technical troubleshooting inquiries by utilizing a knowledge-based system to provide operator-type solutions to the customer; facilitates resolution of customer / field issues.
Utilize SAP and CRM Systems to professionally handle and document customer / field calls received via phone, CRM, email, and web.
Provide dispatch service to customers as well as manage the Dispatch console for the field.
Supports customer resolution needs for all inquiries.
Supports part orders; inquiries, data entry process, and troubleshooting.
Assists in supporting other assigned projects / tasks requiring data input, document research and analysis and / or metric tracking, cross-functional teamwork.

Skills Required

Ability to assist with training and onboarding; assist with training documentation and training delivery.

Advanced problem-solving skills.

Demonstrated experience in dealing with difficult inquiries and customer issues with little supervision, a strong sense of urgency

Requires strong communication skills, both written and oral.

Ability to apply empathy and resolve conflict.

Requires a willingness to learn, and demonstrates excellent interpersonal and organizational skills.

Demonstrated ability to follow specific guidelines & procedures.

Proficiency in Microsoft Office product suite.

Ability to work in a fast-paced environment and very independently.

Working knowledge of CRM systems preferred.

Education / Training / Certifications

Associate degree in business or technical discipline with 1 year of overall experience OR High School Diploma / GED and 3 years of overall experience in areas such as a technical call center, customer relations / facing, or a remote service support role.

Additional Requirements

Shifts : Sunday - Thursday, 10 : 30pm – 7am EST and 10pm - 6 : 30am EST

Work Location : Fully remote

Training : Must be available for onboarding during standard business hours (Monday - Friday) for an estimated 4-6 weeks. After training, will transition to the standard after-hours shift.

Travel : May need to travel to the main office in the Pittsburgh area and / or participate in a Field Service ride-along for onboarding or training. May also be required to attend large team meetings, typically held 1-2 times per year.

Pay Rate / Salary

20 to $29 per hour based on experience and qualifications.

We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws."

JOB-10043537

Salary : $20 - $29

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Call Triage Support and Dispatch Associate

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