Call Triage Support and Dispatch Associate – After Hours

Job Posting: Call Triage Support and Dispatch Associate – After Hours (Remote)

Position Title: Call Triage Support and Dispatch Associate – After Hours

Location: Fully Remote (Candidates can be sourced from anywhere in the U.S.)

Shift & Schedule:

• Sunday – Thursday, 10:00 PM EST – 6:30 AM EST
• Sunday – Thursday, 10:30 PM EST – 7:00 AM EST
• Training: Must be available to onboard during standard business hours (Monday – Friday) for approximately 4-6 weeks before transitioning to the assigned after-hours shift.
• Travel: May require occasional travel to the main office in Pittsburgh for onboarding, training, or annual team meetings (typically 1-2 times per year).

Department: Radiology Customer Response Squad

Reporting To: Customer Response Squad Lead

Pay Rate: $26.00 - $28.50 per hour

Position Summary:

Our Radiology is seeking a Call Triage Support and Dispatch Associate to join our after-hours customer support team. In this role, you will be the first point of contact for customers requiring technical assistance. You will assess and triage calls, provide operator-level troubleshooting for basic hardware issues, and escalate complex problems to the appropriate support teams. Additionally, you will assist with general customer inquiries, part order processing, and service dispatch coordination.

Key Responsibilities:

• Serve as the first point of contact for after-hours technical support inquiries.
• Use a knowledge-based system to provide troubleshooting solutions and escalate advanced technical issues.
• Log and track customer interactions using SAP and CRM systems.
• Coordinate dispatch services for field technicians and manage the dispatch console.
• Process part orders, answer customer inquiries, and assist in resolving service-related issues.
• Support administrative tasks such as data entry, document analysis, and metric tracking.
• Assist with onboarding and training, including documentation and training delivery.

Required Skills & Qualifications:

• Associate degree in business or technical discipline with at least 1 year of experience, OR
• High School Diploma/GED with 3 years of experience in a technical call center, customer service, or remote service support role.
• Problem-Solving & Communication:
• Strong analytical skills and the ability to handle difficult customer inquiries with minimal supervision.
• Excellent verbal and written communication skills.
• Ability to apply empathy and resolve conflicts professionally.
• Technical Proficiency:
• Familiarity with SAP, CRM systems, and Microsoft Office Suite.
• Experience in troubleshooting and dispatch coordination is preferred.
• Work Ethic & Adaptability:
• Ability to work independently in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Willingness to learn and adapt to evolving processes.

Additional Information:

• This is a fully remote role, but candidates must be able to attend virtual training during business hours (Monday – Friday) for the first 4-6 weeks.
• Occasional travel to Pittsburgh may be required for onboarding, field service ride-alongs, or annual team meetings.

If you are looking for an exciting opportunity to join a dynamic customer support team and have the skills to provide top-tier service in a remote after-hours role, we encourage you to apply!