Dispatcher

Computer Technology Solutions•North Mankato, MN

12d

About The Position

CTS is a technology provider focused on keeping organizations working and secure. The Dispatcher is the primary resource for interacting with customers and triaging tickets, helping ensure timely responses and resolution of customer issues. This role is described as an opportunity to start a career in technology. The Dispatcher categorizes and assigns incoming tickets, helps identify appropriate resources for escalations, and works with the Service Manager to prioritize tickets in line with service-level targets. The role also involves answering and routing calls, collaborating with management to improve processes and organizational efficiency, and supporting company initiatives.

Requirements

IT support experience.
Customer service experience.
Superior communication, organization, and follow-through skills.
Initiative, good judgment, and the ability to achieve results.

Nice To Haves

An associate degree or an equivalent combination of education and experience is preferred.

Responsibilities

Categorize new tickets and assign them to an appropriately skilled resource.
Help find a higher-level resource for ticket escalations as needed.
Work with the Service Manager to ensure tickets are handled in the appropriate order to meet SLA targets.
Engage in professional behavior internally and externally.
Work with management to refine processes, increase efficiency, identify growth areas, and improve the organization.
Answer, screen, and transfer incoming phone calls.
Pursue continuous training and professional growth.
Attend to obligations and support other company initiatives as directed.
Track time and expenses according to company policy.