Dispatcher Customer Service Representative

About KaufmanIT

KaufmanIT, Inc., founded in 2010, is a growing and fast paced IT services company located in Irvine, CA. We take a methodical approach to providing reliable technology support. Our primary focus is to work with our clients to understand their needs and determine the most efficient, cost-effective, reliable and secure solutions. We work to assess our client’s current environments and understand their needs. We design, architect, implement and maintain client’s environments in fashion, engineering, legal, financial, non-profit and professional services among other industries. Our goal is to increase productivity, improve security, reduce costs and provide the greatest level of service all while staying focused on learning about the most current technologies and how they can be applied to further the goals of the organizations we work with.

We are seeking a detail-oriented, thorough, and organized Dispatcher to join our growing team whose primary focus will be dispatching service tickets and monitoring the schedules of the technical team. The Dispatcher reports to the Service Manager and is responsible for attaining maximum utilization of the internal and field technicians through daily dispatch of service requests. The dispatcher acts as the single point of contact to the customer for all types of service requests and has the main goal of improving customer service, perception and satisfaction.

What does the job entail?

• Receiving emergency and non-emergency calls, emails and tickets and record significant information.
• Addressing problems and requests by transmitting information or providing simple solutions when requested.
• Prioritizing calls according to urgency and importance.
• Coordinating/dispatching service tickets with technicians and clients to ensure timely completion.
• Monitoring the route and status of technicians to coordinate and prioritize their schedule.
• Providing technicians with information about orders, tickets, projects and requirements.
• Entering data in ConnectWise and maintain logs and records of calls, activities and other information.
• Monitoring Escalation and De-Escalation of tickets based on priority and availability of technicians.
• Reviewing the support queue throughout the day to ensure tickets are being addressed and updated.
• Communicating with the clients to update them on the status of ongoing issues
• Developing skills to provide basic support like changing passwords and installing KIT connect.
• Assisting with maintaining appropriate client documentation
• Administrative Support: prepare documentation, assist with administrative tasks (other duties may be added as defined)

What are the skill sets, qualities and experiences required for this job?

• Able to plan, schedule, and effectively communicate with staff and clients
• Understanding of and IT technologies and terminology
• Must have the ability to handle multiple tasks and priorities
• Must have a customer service-oriented attitude
• Must be detail-oriented
• Must have strong interpersonal communication and team-based skills
• Must have strong documentation skills
• Must have exceptional oral and written communication skills
• Basic knowledge of computer hardware, software and equipment
• Being a self-starter as well as a problem-solver

Applicant must have/be:

• Available to work full-time
• Professional and reliable
• Outgoing personality
• Ability to provide top level customer support
• Strong verbal, written and organizational skills
• Flexible schedule as some work must be done after hours or on weekends
• Strong desire to learn new technologies

The following are not required but would be a plus:

• Experience with ConnectWise or similar ticketing system
• College degree
• IT Dispatching: 1 year

This position is for someone that has a passion for working as a team to deliver excellent customer service. You must have a strong desire to learn and grow professionally. Possibility for upward movement with proven growth.

Job Type: Full-time, time split between KaufmanIT’s Irvine office and client locations

Benefits: Health benefits, PTO/sick time, 401k, mobile phone reimbursement, mileage reimbursement

Job Type: Full-time