Service Coordinator/ Dispatcher

1 week ago


Florham Park, United States Link High Technologies Inc. Full time
Job DescriptionJob DescriptionJob 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
 
  1. 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.
  1. Service Coordination
  • Receive, assess, and prioritize service incidents and requests, ensuring they are resolved promptly and efficiently.
  • 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.
  1. 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.
  1. 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.
  1. Support Staff Scheduling
  • Schedule staff members for client meetings, vendor meetings, or any other tasks as required by the executive and leadership teams.
  • Ensure efficient coordination of schedules to support the operational needs of the organization.
  1. Executive and Leadership Team Support
  • Provide crucial support to executive and leadership team members in scheduling and organizing meetings, as well as handling other administrative tasks.
  • Ensure their schedules align with business priorities and objectives.
  1. Documentation and Reporting
  • 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.
  1. 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.
  1. 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.
  1. 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
  • Minimum of 3 years experience in a similar service coordination role with an MSP. 
  • Proven experience in service coordination, customer service, or a related role within the technology sector.
  • Exceptional communication and interpersonal skills with a focus on client delight.
  • Strong organizational and time management capabilities.
  • Proficiency in utilizing ConnectWise Manage or similar service management or dispatch software.
  • Ability to thrive under pressure and adapt to shifting priorities.
  • Excellent problem-solving and decision-making aptitude.
  • A dedication to delivering exceptional customer service.
  • A+, Network + or higher certifications helpful.
  • Able to commute to Florham Park NJ daily.

Compensation and Benefits
  • Salary 50-55k
  • 100% Employer Paid Medical/Dental
  • 401K with 3% Company Contribution
  • PTO which increases with tenure
  • Short/Long Term Disability Employer Paid
  • Opportunity for growth within company after 1 year

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