Company Overview:
AdvanTech, a prominent Managed Services Provider (MSP), is currently seeking a proactive Dispatcher to fortify our technical support operations. At AdvanTech, we're committed to delivering top-tier IT solutions to our clients, and our Service Coordinator plays a pivotal role in ensuring seamless service delivery. If you're passionate about organization, possess excellent communication skills, and thrive in a dynamic environment, we invite you to apply for this exciting opportunity.
Ability to work from home after completion of training and successful performance review.
Responsibilities:
- Act as the primary point of contact for clients seeking technical support across multiple communication channels (phone, email, ticketing system).
- Receive, document, and prioritize support requests with meticulous attention to detail.
- Evaluate the urgency and severity of each request, adhering to established escalation procedures when necessary.
- Coordinate with field technicians to schedule onsite support appointments and service calls.
- Monitor ticket queues, ensuring prompt assignment and resolution of tickets.
- Offer initial troubleshooting and technical assistance to clients over the phone, as appropriate.
- Maintain transparent communication with clients, providing updates on the status and progress of their support requests.
- Collaborate with team members to identify recurring issues and propose process enhancements.
- Update and maintain knowledge base articles and standard operating procedures.
- Stay abreast of product knowledge and industry trends to enhance service delivery.
Requirements:
- High school diploma or equivalent; technical certifications or training are advantageous.
- Demonstrated experience in an IT help desk or customer service role.
- Proficiency in help desk procedures, ticketing systems, and service level agreements (SLAs).
- Strong organizational and time management skills to prioritize and coordinate support requests effectively.
- Exceptional written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences.
- Proficient problem-solving and analytical capabilities.
- Customer-centric approach, dedicated to delivering outstanding service.
- Ability to thrive under pressure in a fast-paced environment, managing multiple tasks concurrently.
- Familiarity with help desk software, remote support tools, and Microsoft Office Suite.
- Basic understanding of networking concepts and familiarity with common software and operating systems.
Preferred Qualifications:
- Prior experience with remote support and remote desktop tools.
- Previous involvement in a Technical Support Role.
Ready to make a difference in the world of IT support? Join us at AdvanTech and become a vital part of our dedicated team. Apply now to embark on a rewarding career journey with us!
Job Type: Full-time
Pay: $35,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Customer Service: 3 years (Required)
Location:
Work Location: In person