Dispatcher

Courser • Wenatchee, WA

25d

About The Position

Responsible for managing incoming service requests, defining service impact and urgency, managing client expectations, and scheduling service team resources to meet client service-level agreements and support client satisfaction. The position serves as the first point of contact for clients and coordinates the triage, escalation, scheduling, and dispatch of service requests.

Requirements

• Strong attention to detail.
• Technical awareness and ability to match resources appropriately to technical issues.
• Ability to multitask, adapt quickly to change, and respond with a high sense of urgency.
• Basic technical diagnostic skills and operating system knowledge.
• Understanding of technical support tools and techniques used to provide IT services.
• Strong verbal and written communication skills.
• Typing skills to enter service request details quickly and accurately.
• Self-motivated, with the ability to work in a fast-moving environment.
• 1–2 years of field dispatching experience required.
• Experience handling high-volume service requests.

Responsibilities

• Serve as the first point of contact to clients for service requests.
• Triage incoming service tickets and phone calls.
• Assess technical issues and define their impact and urgency.
• Manage pending service requests to support customer satisfaction.
• Escalate, schedule, and dispatch service tickets according to request priority.
• Document tickets thoroughly and in real time.
• Meet or exceed defined Service Level Agreements.
• Ensure ticketing quality through proper documentation and agreement selection.
• Document internal processes and procedures related to the role.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed