What are the responsibilities and job description for the Service Desk Dispatcher position at Schultz Technology Solutions, LLC?
***This is NOT a remote position, in-office, 40 hours a week only***
Service Desk Dispatcher:
Service Desk Dispatchers complete customer service tasks that ensure clients have the information and assistance they need and maintain the company’s positive reputation.
Duties are, but not limited to:
· Take high volume of client calls and collect all important information regarding the client's service request
· Create and assign tickets using proper categories, urgency, service contracts, Tech skill set level, ensuring the “White Glove” service
· Report all aging tickets to Help Desk Manager
· Follow up daily / weekly on tickets marked as “Follow up 24 hours, Escalation Needed, Waiting on Vendor with appropriate management team
· Reassign tickets to alternate technicians depending on technician travel schedule
· Will be actively engaged in the feed back mechanism process
· De-escalate situations involving dissatisfied clients, offering patient and caring assistance
· Guide callers through the process of requesting troubleshooting support
· Review client accounts, providing updates and information about ticket status
· Collaborate with other service desk professionals to improve customer service
· Help to train new employees and inform them about the company’s client management policies
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Experience:
- Customer Service: 2 years (Required)
- Call center: 1 year (Preferred)
- Phone triage: 1 year (Preferred)
- Dispatching: 1 year (Preferred)
Work Location: In person
Salary : $18 - $22