IT Customer Service Coordinator / Dispatcher

Summary

Our client is an IT Solutions organization(Managed Services Provider - MSP) located in Boise, IDwhich is growing at a rapid pace. They are in need of a FULLY REMOTE IT Customer Service Coordinator / Dispatcher who isinquisitive, and a critical thinker. This individual must have the understanding that they will have the opportunity to learn about many different aspects within a Managed Services Provider working in multiple departments (Accounting, Project Management, Operations). If you are an energetic tech savvy individual who wants to work in a position where no two days are the same, please apply.

Duties & Responsibilities

• Answer phones and triage for departments (Service Desk, Projects, Accounting)
• Provide telephone coverage and follow through on requests.
• Scheduling & Supervising all tickets for clients and departments.
• Staying updated on the progress of resolving the tickets and keeping the number of open tickets as low as possible.
• Controlling the process of receiving, assigning and completing tickets.
  • Escalating to senior technicians or management any tickets that cannot be solved.
• Staying in contact with clients regarding a tickets progress and notifying them of impending changes.
• Ensuring ticket resolution checklists are being followed.
• Book appointments/Scheduling
• Coordinate with vendors
• Assist with Projects and Accounting research/tracking for client billing.
• Prepare Client Order paperwork & contracts.
• Document Management (Teams).
• Place orders with vendors, track and arrange returns.
• Inventory management
• Coordinating shipping & deliveries
• Update CRM
• Manage Executive Tasks
• Manage Sales Tasks
• Assist with marketing duties (holiday newsletters)
• Assist with collateral of Sales materials
• Ordering office supplies
• Coordinating office lunches
• Turning on/off office TV dashboards daily

Qualifications & Requirements

• Basic computer and operating system knowledge.
• Exceptional Interpersonal skills, such as telephone and communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organizations key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.
• Detail oriented
• Procedure oriented