POSITION
The IT Service Dispatcher is an important member of our team. The main role of this position is to process incoming phone calls with a high level of customer service. Upon taking the calls, the Dispatcher will need to create a support ticket and then assign the best IT engineer to work on the issue.
This role is a work from home role. We ask that you have a dedicated, quiet place to work each day. The schedule is an overnight shift in the Philippines to correspond to the US weekday working hours. A typical shift will be 11PM to 8AM Philippine time with an hour lunch break Monday – Friday but we are open to some flexibility. A computer, dual monitors, headset and webcam will be provided.
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Please note: Excellent US English speaking skills are required for this role.ROLE & RESPONSIBILITIES
- Taking incoming phone calls and processing them according to call type:
- Support calls: making new IT support tickets or adding to an existing ticket; classifying incidents for type and priority; transferring calls to the appropriate IT support technician
- Sales calls: take detailed notes and transfer to the sales team
- Other call types: screen calls and process according to need
- Communication with clients: keeping them informed of incident progress, and notifying them of impending changes or needed/planned outages.
- Help ensure client service, perception, and satisfaction is excellent and our SLAs are met
- Ability to work within a team and communicate effectively.
- Improve usage and increase the productivity of IT support resources.
- Escalate service requests that cannot be scheduled within agreed service levels.
THE RIGHT FIT
This position is a wonderful opportunity for someone who:
- Enjoys talking with clients and developing that working relationship
- Can communicate politely and calmly with a client who may be upset about an IT issue
- Would like to be part of a fast-growing, stable company
- Truly cares about clients and fellow team members
- Is detail-oriented and takes an organized, systematic approach to their work
- Doesn't tolerate drama, office politics, gossip, or negativity
- Is self-motivated, learns quickly, takes good notes, and naturally works quickly
- Wants to contribute their input and ideas to benefit the company and team
KNOWLEDGE, SKILLS, AND ABILITIES
- Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
- Ability to multi-task and adapt to changes quickly
- Ability to write professional emails with proper grammar and spelling
- Technical awareness: the 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
EXPERIENCE
- Experience with the Managed IT Service industry and ConnectWise highly desired
- Previous client/customer service, especially over the phone
- Experience with scheduling and calendaring a high quantity of tasks and/or people
- Familiarity with IT terminology/concepts
BENEFITS
- Monthly variable bonus compensation
- Night differential pay
- Philippine holiday bonus pay as allowed by law
- 2,000 PHP allowance for reimbursement of home internet and power
- HMO with 2 free dependents
- 13th-month pay
- 15 days of PTO
- Paid day off for your Birthday
