Technical Support Dispatcher
About The Position
Server At Work is a SOC 2-audited IT Managed Services Provider serving businesses across Texas and Louisiana. We specialize in delivering comprehensive IT solutions including managed IT services, cybersecurity, cloud management, VoIP systems, backup and recovery, and IT strategy consulting. For more than 12 years our close-knit team of 30 employees has helped our cherished clients improve their businesses with rapid response times, friendly service, and an emphasis on personal client relationships. As a Technical Support Dispatcher, you will be the initial point of contact for all incoming support requests. Your responsibility will be to answer phone calls and triage requests from clients seeking IT support. You will also work in a ticketing system to triage and update ticket submissions ensuring tickets are complete and contacting clients for missing information. Phone calls and ticket submissions will be routed by you to the proper service team to ensure efficient, prompt responses to client requests. You will need a conversational understanding of business technology to solicit information and document requests in tickets.
Requirements
- Must live in the Lake Charles area
- Basic knowledge of Microsoft 365 terminology and business technology terms (e.g. switch, firewall, access point, Mac, Windows, etc.)
- 1+ years in a customer service or dispatch role
- Helpful attitude towards assisting others
- Strong organizational and multitasking skills
- Excellent verbal and written communication
- Must be a US citizen
- Valid US driver's license and auto insurance
- Light to medium lifting capabilities
Nice To Haves
- Associate's Degree (AA/AS) or Bachelor's Degree (BA/BS)
- Prior experience working at an MSP
- Experience working in ticketing systems
- Understanding of ITIL-based service delivery and SLA management
Responsibilities
- Answer client phone calls and create ticket requests for service teams
- Monitor the triage ticketing queue and assess inbound ticket submissions
- Review ticket submissions for completeness and gather additional customer information
- Assign tickets to the appropriate service team based upon scope and priority
- Escalate critical issues to relevant teams
- Provide feedback to customers on ticket status
Benefits
- Employee healthcare insurance benefits that is heavily covered
- Optional dental, vision, and life insurance
- Paid vacation and sick days
- 401k with employer contributions
- Monthly cell phone stipend
- Reimbursement for mileage incurred while using a personal vehicle
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
