Job Description

THIS IS NOT an IT Support Technician job. It's a Dispatcher role.

We are seeking an individual to answer all incoming support calls and emails, and assign them to the correct technician. This individual will have great people skills, customer support experience, and is well-organized (type A personality).

• As the CUSTOMER SUPPORT SPECIALIST / HELP DESK DISPATCHER you will answer incoming HelpDesk calls and create support tickets, or route calls to the appropriate IT resource.

• Create a warm, friendly and effortless experience. Verbal and written communication skills with customers is a requirement of this position.

• Help manage ticket workflow seeing that technicians respond and resolve issues in a timely manner. Utilize our HelpDesk Ticketing system to log, dispatch, monitor and follow-up on all end user request and issues

JOB DUTIES:

• Answer, evaluate, prioritize incoming phone and e-mail requests from clients experiencing hardware, software, networking, and other computer related issues
• Creating or managing service tickets in the HelpDesk Ticketing system, including detailed and concise information
• Monitor HelpDesk operations and escalate help-tickets to ensure client's problems are handled as expeditiously as possible
• Be point of contact for tech schedules and customer inquiries for status
• Prepare HelpDesk reports at the end of each day to review with Service Desk Manager
• Attend and have input at various team huddles, meetings, and company forums
• Participate in 24x7 on-call rotation. Must be available to work rotating weekends and major holidays.

SKILLS NEEDED:

• Outstanding customer focus skills
• Outstanding communication skills
• Outstanding technical and functional skills
• Outstanding data gathering and analysis
• Outstanding interpersonal skills
• Outstanding adaptability and stress tolerance
• Highly self motivated and directed, with attention to detail

REQUIREMENTS

• 1 - 2 years of prior experience in a corporate help desk support environment
• 1 - 2 years prior experience as a customer service / customer support agent
• Must have a professional and positive phone manner and excellent customer service skills
• Written and verbal communication skills should be concise and effective.
• Must be available to work rotating weekends and major holidays.
• Computer literate with knowledge in Microsoft office software, general office equipment

BENEFITS

Full Health Benefits (medical, dental, vision)

Fully stocked kitchen with drinks and snacks

You will receive mentoring, coaching and training needed to make you a success in this role.