Dispatcher

Dekalb, IL
Full Time
Sundog IT - Dekalb, IL
Entry Level
Imagine a world where businesses can focus on making a positive impact on the world we live in. Where they can do their work using great technology, supported by great people, that simply works the way it’s supposed to! That’s what we do, and we need your help.
For over 30 years, Sundog has worked with hundreds of small and medium-sized businesses, helping them with all their technology needs, helping them thrive and grow, helping them to achieve their vision of making the world a better place.

Why Join Us?
This is not your typical office job. Our passionately engaged team of A-players are beyond awesome!
We’re an energetic, fun, focused, and effective group who thrive on big challenges. We have a strong culture of teamwork, we work hard and have fun, and foster minds who wish to experience personal and professional growth on another level. Our culture is fast-paced and we consider our work our “art,” striving for excellence in everything we do.

Why Else?
We offer an extensive benefits package including medical, dental, paid time off and much more.
And... We're hiring like crazy right now! Looking for smart, forward-thinking problem solvers to join our team, this means plenty of growth potential and opportunities for you, that’s right, YOU!

If inside you're saying "I’m in" please continue...
The Dispatcher is responsible for attaining maximum utilization of remote and on-site technical resources through daily dispatch of service requests.

Responsibilities
As a Dispatcher, you hold a key role in the growth and success of our organization. You have a few primary responsibilities:
  • Perform requests for service from clients (phones, email and web-portal)
  • Assign, schedule, and dispatch technical resources for remote or on-site service according to urgency and SLA
  • Create and maintain strong communication with clients and other team members
  • Entry-level technical work

You will be accountable for:
  • Acting as the point of contact to the client for scheduling all types of service requests
  • Coordination of all technicians to ensure maximum utilization of billable resources
  • Scheduling internal and on-site technical resources on the ConnectWise dispatch portal
  • Monitoring resource schedules to ensure prompt time entry on service requests
  • Communicating with clients as required keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improving client service, perception, and satisfaction through effective positive communication
  • Fast turnaround of client requests
  • Improving usage and increase productivity of technical resources by scheduling efficiently
  • Escalating service requests that cannot be scheduled within agreed service levels
  • Reporting the utilization of technical resources to service leadership
  • Entering all work as service tickets into ConnectWise
  • Learning all of Sundog’s key services for which support is being provided
To be successful, you have:
  • Technical awareness sufficient to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Ability to work in a team and communicate effectively
  • Understanding processes in ConnectWise by completing assigned training materials in ConnectWise University and IT Glue
  • Basic computer and operating system knowledge
  • Interpersonal skills: phone, general communication, active listening, and strong customer service
  • Ability to multitask and adapt to changes quickly
  • Ability to work in a fast-paced environment
Credentials and Experience:
  • Previous customer service positions, particularly with regards to phone support.
  • Familiarity with computer system support terminology
  • Previous experience with scheduling through a ticketing system/PSA like ConnectWise preferred
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