Dispatch Specialist

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Located in our downtown San Francisco office and reporting to the Director of Service, this position manages the ConnectWise ticket system and service coordination for the entire service team. This role is an internal and external facing role. The primary responsibilities include ensuring smooth and efficient client service operations, manage the scheduling of client service requests to ensure timely response and resolution to clients’ service and support needs. Additional responsibilities include facilitating communication with clients, monitoring service metrics, and escalation of service needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Service Operations:

    • Triage and Dispatch all Tickets Coming into the Open Issues Board to:
      • Assess whether the request is in-scope or out of scope
      • Ensure the ticket has all the information needed for tech to work on the request
      • Assess whether the ticket should be classified as T1, T2, T3 and Field
      • Assign and schedule all the tickets) based on ticket type and classification to the appropriate resource.
      • Monitor Service Ticket status throughout the day to ensure work is being done on them; follow-up with clients to reset expectations if needed for those tickets that were not worked on that day and move it up the dispatch priority for the next day.
      • Monitors all tickets that are marked “Completed” to ensure that resolutions plan/notes are documented in the ticket. If not, work with the tech to update the ticket accordingly.
      • Audits all service tickets that requires an onsite has complete, correct and clear information on what was done by the remote team, what action is needed onsite before moving it to the Field Services Board.
      • Assist Field Services Team on any requests to facilitate client communication or scheduling, especially when they need assistance communicating last minute schedule changes.
      • Coordinate with Projects Team to assign/schedule all project tickets in the Project board.
    • Ensure support for field technicians in terms of ordering supplies, vehicle maintenance, and project coordination.
    • Maintain, monitor and manage field service metrics, reports and resource schedules.
    • Communicate accurate and timely information to customers to provide them with exceptional customer service.
    • Improve Varsity’s current ConnectWise usage to further maximize the value of the ConnectWise system to increase customer service, internal efficiency, perception, and satisfaction.
    • Increase usage and productivity of IT support resources.
    • Other special projects as assigned.

KNOWLEDGE AND SKILLS REQUIRED TO PERFORM THIS JOB:

 

    • Minimum 4 years of dispatch experience using ConnectWise is a must.
    • Excellent experience in collaborating in a team, and communication effectively while working in a fast-paced professional services organization.
    • Excellent judgment and ability to handle complex customer situations effectively.
    • Outstanding and precise verbal and written communication skills.
    • Ability to prioritize and effectively handle and manage multiple tasks.
    • Strong ability to manage projects from conception to completion. Outstanding organizational skills. Highly accurate and detail oriented.
    • Proficiency with ConnectWise, Word, Outlook, Excel, PowerPoint, Teams
    • College degree preferred.

PHYSICAL REQUIREMENTS:

 

  • Lift and carry materials weighing up to 20 pounds.
  • Prefer CA Drivers license and proof of vehicle insurance

 

Varsity Technologies is an equal opportunity employer looking to develop a diverse workforce that shares in our corporate and community values. In accordance with applicable law, Varsity Technologies does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. We offers a high-quality benefits package, 401(k) plan, and an array of work/life benefit options.

EOE/AA/Vets

Please apply by following the instructions located here: https://workable.com/j/852CC0DE91

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