Oram Cybersecurity Advisors Hiring for Dispatcher/Customer Service Representative Job at Needham Heights, MA Full Time

Dispatcher (Service Coordinator)

Department:Service and Support

Reports to: Service Manager

General Summary:

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Position Responsibilities:

· Act as the single point of contact to the client for all types of service requests

· Coordination of all IT support groups to ensure maximum utilization of billable resources

· Pre-process service requests as they arrive through email, manual entry, or direct client input

· Schedule internal and field technical resources on the ConnectWise dispatch portal

· Monitor resource schedules to ensure prompt time entry on service requests

· Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

· Improve client service, perception, and satisfaction

· Fast turnaround of client requests

· Ability to work in a team and communicate effectively

· Improve usage and increase productivity of IT support resources

· Escalate service requests that cannot be scheduled within agreed service levels

· Report the utilization of IT Support resources and successful completion of service requests to the Service Manager

· Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

· Enter all work as service tickets into ConnectWise

Knowledge, Skills, and Abilities:

· Basic computer and operating system knowledge

· Interpersonal skills: such as telephony skills, communication skills, active listening and client-care

· Ability to multi-task and adapt to changes quickly

· Technical awareness: ability to match resources to technical issues appropriately

· Service awareness of all organization’s key IT services for which support is being provided

· Understanding of support tools, techniques, and how technology is used to provide IT 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

Credentials and Experience:

Previous Client Service or phone related skills; familiarity with computer system support terminology concepts.

Pay: Base + Bonuses at 10% of the bonuses paid to the engineering team

Promotion:

• Strong positive client feedback

• Strong positive engineer feedback

• Actively recruits other high quality engineers

• High utilization of engineering team’s time

Job Type: Full-time

Pay: $45,000.00 – $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Needham Heights, MA 02494: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: Hybrid remote in Needham Heights, MA 02494