Service Coordinator/ Dispatcher for IT Company - Florham Park, NJ
Florham Park, NJ
Full Time
Mid Level
Job Summary
Link High Technologies Inc. is an MSP located in NJ with clients throughout the East Coast. We are professional, fast-paced, and customer-centric. We are looking for a Service Coordinator/Dispatcher with 3+ Years of MSP experience.
Key Responsibilities
Qualifications
Compensation and Benefits
Link High Technologies Inc. is an MSP located in NJ with clients throughout the East Coast. We are professional, fast-paced, and customer-centric. We are looking for a Service Coordinator/Dispatcher with 3+ Years of MSP experience.
Key Responsibilities
- Client Communication
- Act as the primary point of contact for Link High Technologies' clients, promptly and professionally addressing their service incidents, requests, and concerns.
- Build and maintain positive client relationships, ensuring their needs are met and expectations exceeded.
- Service Coordination
- Receive, assess, and prioritize service incidents and requests, ensuring they are resolved promptly, efficiently and meets SLA. .
- Efficiently allocate resources, including our skilled technicians and cutting-edge equipment, to meet service commitments.
- Skillfully schedule and dispatch onsite teams when required, optimizing resource utilization.
- Resource Management
- Monitor and manage the availability of our service technicians, tools, and specialized equipment.
- Collaborate with various departments to ensure timely access to necessary resources.
- Ticket Type and Skill-Based Scheduling
- Utilize ConnectWise Manage to assess the type and complexity of service tickets.
- Schedule technicians based on their skill levels and expertise required for specific service incidents.
- Consider technician familiarity with clients to enhance service efficiency and customer experience.
- Maintain meticulous records of service incidents, requests, schedules, and resource allocations.
- Generate regular reports on service performance metrics, such as response times, resolution times, and customer feedback.
- Quality Assurance
- Uphold Link High Technologies' rigorous service quality standards and best practices.
- Conduct thorough post-service follow-ups to gather feedback and guarantee client satisfaction.
- Problem Solving
- Swiftly identify and address any issues or obstacles that may impede service delivery.
- Foster collaboration with cross-functional teams to resolve complex service-related challenges.
- Continuous Improvement
- Actively contribute ideas and implement process improvements to elevate service efficiency and effectiveness.
- Stay at the forefront of industry trends and emerging technologies, offering innovative solutions to clients.
Qualifications
- Active or prior experience handling dispatching duties for an MSP or IT consulting firm, specifically using the Connectwise platform.
- 2 or 4-year college degree, or equivalent experience in a related field
- 3 to 5 years of working in an office environment, preferably in the Information Technology or Telecommunications fields
- Ability to think on your feet and to be able to manage multiple service tickets at any one time
- Monitoring and managing any changes to the schedule directly with the customer and team members involved in the delivery of the service
- Ability to effectively work across teams
- Proficient in Word, Excel, PowerPoint and other office management software
- Attention to detail, deadlines, professional office protocol, and internal controls required
- Strong written and oral communication skills required
- Ability to properly manage Company proprietary & confidential information
- Able to commute to Florham Park NJ daily.
Compensation and Benefits
- Salary 55-60k
- 100% Employer Paid Medical/Dental
- 401K with company matching
- PTO which increases with tenure
- Short/Long Term Disability Employer Paid
- Opportunity for growth
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