Dispatcher

In this position, you will oversee maintaining ticket queues, monitoring on-site visits, transferring messages, and directing the technical team. Additionally, this position requires the dispatcher to be logged into the call center back up queue in the event a call goes unanswered by the front-line technical staff.

To excel in this position, all candidates should be able to multi-task in stressful conditions with little supervision. In addition to being an excellent communicator, the ideal candidate will also demonstrate superb organizational and interpersonal skills. Reliability and time management skills will also be necessary to manage daily tasks.

Responsibilities:

• Coordination of multiple markets to ensure maximum utilization of billable resources.
• Schedule tickets according to priority and urgency.
• Schedule tickets oldest to newest (Bottom to top)
• Schedule remote and field resources on the ConnectWise dispatch portal.
• Monitor resource schedules to ensure prompt service on requests.
• Adjust and rearrange technician assignments as needed to prioritize urgent tickets.
• Assist when needed to contact Clients on any adjustments in schedules
• Communication with customers as required for onsite tickets.
• Escalate service requests that cannot be scheduled within the agreed service level or time period.
• Work with Service Managers on Aging and Stale tickets
• Review tickets not assigned in a defined time period and work with technical staff to adjust
• Sort all tickets coming into clean up summaries, trash out spam, and bundle duplicates.
• Check statuses with “Waiting on 3rd Party” and “Waiting on Client Response*”, to see what can be done to close
• Check for the next date to make sure the next date is in for all tickets w/ resources assigned.
• Review LOB boards to ensure resources are being allocated for the various markets
• Back-up on answering phones for emergency and non-emergency calls
• Work with management to identify concerns and inconsistencies with technical staff.

Requirements:

• High school diploma or equivalent qualification is required.
• A minimum of 2 years’ experience in a similar role.
• Strong knowledge of emergency processes and procedures.
• Excellent communication and interpersonal skills.
• Proficient in MS Office with proven experience in data entry.
• Ability to work well under pressure.
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively.

Additional Information:

• Please include a brief cover letter with your resume, explaining your interest in joining IT Voice.
• While the work is Monday – Friday, overtime is required. (To be discussed with Hiring Manager)
• We are also a Team – so if it would bother you to take out the trash one day, it is best you do not apply.

Goals:

• The Aim for 32-40 hours (about 3 days) weekly per team member to ensure optimal productivity.
• Strive for 80%-100% monthly utilization per team member, maximizing efficiency and resource allocation.
• Target a monthly CSAT score of 95.0 to ensure elevated levels of customer satisfaction.
• Ensure tickets are closed within 3 days of creation, maintaining a swift response to client needs.

Job Type: Full-time

Salary: $45,000 - $55,000

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home opportunities

Schedule: Monday to Friday (with overtime opportunities)

Work Location:

• Remote

Company Website: www.itvoice.com