Technical Support Dispatcher

Centriworks•Knoxville, TN

About The Position

The Technical Support Dispatcher is responsible for all inbound user service requests; coordinating the dispatch of technicians for user issues requiring on-site or remote resolution; and organizing technician schedules for all Technical Support staff. The Technical Support Dispatcher will be responsible for communicating directly with customers, who are the users of the service and are requesting service regarding issues via phone, email, or customer portal. It is the Dispatcher's responsibility to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.

Requirements

Associate degree
1+ year in a technical customer support role
Experience in IT ticketing systems
Positive attitude and strong willingness to continually learn
Excellent communication and organizational skills

Nice To Haves

CompTIA Network+ Certification
Proven problem-solving ability and team-oriented mindset
Desire to grow professionally within the IT Services industry

Responsibilities

Monitor Ticket Queues and Dispatch Tickets – 60%
Point of contact for Centriworks clients for all types of service requests
Pre-process service requests as they arrive through a phone call, ticketing system, or direct customer input.
Ensuring the company name, contact information is entered in the correct fields i.e. Contact Phone Number, and Email Address
Updating the status of tickets to include Type, Subtype, Item, Ticket Owner, SLA Agreement, and Priority of tickets.
Schedule internal and field technical resources using their calendars.
Monitor resource schedules to ensure prompt time entry on service requests.
Communication with customers is required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
Route incoming and existing tickets to the appropriate technicians.
Monitor open service tickets to make sure the team is meeting customer SLAs.
Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
Ability to work in 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.
Report on the utilization of IT Support resources and successful completion of service requests by the Technical Support Manager.
Responsible for entering time and expenses as they occur.
Enter all work as service tickets into I.T. ticketing systems.
Escalate requests to other team members as necessary.
Communicate ticket status and updates to clients and internal stakeholders
Identify recurring issues and flag for root cause analysis
Serve as the primary technician for issues
Provide technical support for this application
Document clear troubleshooting notes with the I.T. ticketing system
Provide positive customer support for all clients.
Work closely with network engineers, systems administrators, and project teams to resolve cross-functional issues
Participate in team meetings and contribute to knowledge-sharing initiatives
Support onboarding and offboarding processes in coordination with HR and IT operations