Dispatcher

Description

The Dispatcher is responsible for ensuring that Watchkeep’s customers receive the highest level of service in the industry. As the first point of contact for customer requests, the Dispatcher is responsible for handling all support tickets received by Watchkeep through email, telephone, or portal, and coordinating their resolution with the Service Desk Engineers. This role requires excellent organizational skills, multitasking abilities, and a customer-focused, friendly attitude to ensure client satisfaction.

DUTIES AND RESPONSIBILITIES:

Customer Communication & Relationship Management

· Answer the phone promptly and courteously, addressing inquiries effectively.

· Track customer issues and requests through the entire support process, ensuring that tickets are moving and closed loop communication is followed.

· Hold Service Desk personnel and customers accountable to the support process in professional ways when appropriate.

Ticket Management & Escalation

· Evaluate and prioritize support response, creating and assigning service tickets appropriately.

· Coordinate escalation of unresolved or emergency support issues.

· Review all Service Tickets and Time Entries to ensure processes are followed correctly and completely.

Process Oversight & Compliance

· Monitor Service Boards to ensure service level compliance is within company policies.

· Ensure our Service Desk personnel and our entire support process complies with MSP Verify.

· Establish and maintain best practices through the entire technical support process.

Resource Management and Professional Development

· Monitor service personnel schedules to ensure support coverage.

· Obtain and maintain relevant technical certifications, which may require off-hours time for study.

Qualifications

o  Experience: 2-5 years working in a customer service or scheduling position.

o  Technical Skills: While the Dispatcher role is primarily organizational and customer-focused, the following skills are helpful for success.

o  General knowledge of PSA platforms like ConnectWise, Autotask, or similar.

o  Basic IT vocabulary and understanding of IT concepts (connectivity, SLAs, processes)

o Technical awareness: ability to match resources to technical issues appropriately.

o Professional Skills:

o Strong client-facing communication skills – both written and verbal.

o Excellent customer service skills and professionalism with both internal and external customers.

o Effectively and efficiently carry out written and verbal job-related instructions, with or without supervision.

o Exercise sound judgment when evaluating situations, offering positive suggestions, and making decisions.

o Respond to inquiries and/or complaints in a timely and professional manner, demonstrating empathy for client technical issues.

o Work under pressure typically associated with this type of position.

o Ability to follow up and close the loop with both internal and external customers.

o Professional appearance and presentation.

Physical Demands: Ability to lift up to 25 pounds.

Work Environment: Office - help desk setting, primarily working via phone and email with some in-person interaction at client location, moderate noise level with frequent client communication.

Travel Required: Travel between offices up to 50%.