Dispatcher

Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us! SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits, we offer flexible work schedule, super cool, tech company environment, continuing education and mentoring, comprehensive health benefits, 401K, profit sharing, lots of free lunches and occasional video games in the late afternoons.

Job Overview

A Dispatcher at SugarShot is a key player on our team. This role is a quarterback in that the Dispatcher is responsible for tracking and triaging support tickets. A Dispatcher will handle scheduling resources, as well as coordinating administrative tasks for management. A Dispatcher at SugarShot has experience in a professional office atmosphere (albeit virtually these days), proficient phone etiquette, positive demeanor, and strong customer service skills. There is a heavy customer service basis, as the Dispatcher is often the initial contact, so having good people skills is a must.  Dispatchers are part of the Service Delivery team and report to the Service Manager in the Operations Department. The dispatcher works with and interfaces with all Service Team members and SugarShot's clients on a daily basis.

Key Responsibilities

• Front line customer experience
• Dispatch/heavy phones
• Create support tickets
• Conduct account research
• Create and maintain various reports
• Handle basic office tasks
• Dispatcher scheduling support staff
• Adjusting resources as needed
• Properly triage support tickets
• Manage self-accountability to defined dispatcher KPIs
• Assist with Project Coordination, as needed
• Various tasks as requested by management

Key Performance Indicators (KPIs)

• Ticket time in Triage or Dispatch status
• Ticket time in Needs Attention queue
• Ticket post-processing performance
• Ticket time budget performance
• Daily ticket communication

Requirements 

• 4 years of customer service experience
• 3 recommendations from previous or current supervisors/managers
• Shift will be 9AM-6PM Pacific
• Prefer someone in Pacific, Alaska, or Hawaii time zones

Career Path

• Service Technician, Project Coordinator --> Project Manager, Service Manager, or Client Success Manager

Benefits

• Remote work flexibility
• Comprehensive health, dental, vision, and life insurance
• 401K
• Opportunities for continuing education and mentoring 
• Comprehensive health benefits 
• Fun perks like free lunches, exciting events, and even video game afternoons!