CyberSheath - Service Dispatch Coordinator

Remote - PT (Pacific)$45k - $45k1w ago

Remote Junior NA Software Chief of Staff Reporting

Requirements

• Excellent Customer Service skills: such as telephone skills, communication skills, active listening, and customer care • Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services • Ability to match proper technical resources to technical issues appropriately • Positive attitude, self-motivated with the ability to work in a fast-moving environment • Ability to work in a team and communicate effectively • Typing skills to ensure quick and accurate entry of service request details • 1-3 years of customer service experience • Work Environment • Work Environment • CyberSheath is a fully Remote work environment • Work hours for this role are 8:00 AM - 5:00 PM PST (11:00 AM - 8:00 PM EST)

Responsibilities

• Responsible for coordinating the schedules of remote and field technical resources • Create and assign service requests as they arrive through phone, email, or other means • Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting • Organize technician schedules to ensure schedules are efficient and productive • Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages • Act as a point of contact for clients for all types of service requests • Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s • Report the utilization of IT Support resources and the successful completion of service requests to the appropriate resources • Responsible for ensuring prompt entries for time and expenses as they occur • Where applicable, support end-users in same-call resolution activities (e.g., password resets) • Additional duties as assigned.