Traffice Coordinator/Dispatcher

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance
• Wellness resources
• Competitive salary
• Opportunity for advancement

Job Summary The Traffic Coordinator is responsible for all inbound calls and user service requests, coordinating the dispatch of technicians for user issues requiring remote or on-site resolution, and organizing technician schedules for all Service Desk staff. The Traffic Coordinator will be responsible for communicating directly with Waterdog customers who are requesting service regarding issues via phone, email, or customer portal. The traffic Coordinator’s responsibility is to ensure that all incidents, issues, and/or problems are logged, contain all necessary information for a technician to resolve the user’s service issue, and assign the ticket to the proper technician who is qualified to remediate the support issue. Responsibilities include the following:

• The first point of contact to the customer for all types of service requests.
• Coordination of Waterdog technicians to ensure maximum utilization of billable resources.
• Process service requests as they arrive through phone calls, email, manual entry, or direct customer input.
• Schedule internal and field technical resources on the dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers as required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
• Route incoming and existing tickets to the appropriate service technician.
• 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 productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager.
• Enter all work as service tickets into the computer system.

Qualifications:

• Basic computer and operating system knowledge. ConnectWise Manage is a plus but not necessary.
• Interpersonal skills: such as telephone skills, communication skills, active listening, and customer care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is provided.
• Understanding 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.

Education/Skills/Experience:

• Previous customer service experience desired.
• Bachelor’s degree or equivalent work experience in coordinating team workloads.
• Positive attitude and a strong willingness to continually learn.

Flexible work from home options available. Compensation: $39,000.00 per year 20+ Years Dedicated to Business IT Support Since 2002, Waterdog has been a leading provider of commercial technology services throughout Montgomery, Delaware, Chester, Philadelphia, and Bucks counties. Located outside Philadelphia, in downtown Devon, PA, we provide customers 24/7 help desk support with on-premise and cloud-based solutions. Waterdog specializes in providing quality services and unique solutions that meet our customers’ varied technology challenges. Our technology professionals have the industry knowledge, energy, innovation, and experience to develop a partnership with each of our customers. We are passionate about what we do and are committed to communicating, coordinating, and collaborating effectively to fully understand the scope of work and develop a solution to fit the needs and budgets of all involved. Original job Traffice Coordinator/Dispatcher posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs. Apply tot his job Apply To this Job