Technical Dispatcher

2 weeks ago

New Berlin, United States Swick Technologies Full time

Job Title: Technical Dispatcher

A leader in business technology innovations, development and support since 2001, SWICKtech has grown into a successful IT Managed Services and Technology Consulting Partner serving a wide variety of industries and organizations across Southeast Wisconsin and Northern Illinois.

SWICKtech offers a collective environment in which employees are consistently learning while solving a variety of challenges for our clients. Our passion for IT and evolving technologies is the driving force behind our mission to develop professional, lasting relationships with our clients and ensure their success in our business.

Job Mission

At SWICKtech, you will assist in growing and developing the client’s perception of SWICKtech through exceptional customer service and responsiveness. Each service ticket will be assigned to a technical analyst and reviewed within a structured resolution process according to the established SLA, which may involve working with other resources and vendors to deliver effective support services.

**Responsibilities**:

- Be the first smiling, happy, and calm voice for any client, vendor, or prospective client who calls into our Help Desk.
- In charge of monitoring inbound service requests (tickets), answering incoming Help Desk calls, and assigning resources to open tickets within Support Services Department.
- Have your finger on the pulse of current workload / available capacities of the entire team to best facilitate ticket delegation.
- Assist in maintaining Chat Feature of ticketing
- Assist in handling scheduling for the Support Services Team
- Understand our team and work with every department - facilitate efficient ticket delegation based on the skillsets and client knowledge of each of our teammates.
- Determine the proper level of support and prioritization needed for requests; identify and assist with tickets that will be transferred between teams; regularly review resolved tickets for proper completion.
- Responsible for reviewing and assigning tickets generated by our automated tools and processes.
- Document, review, and improve workflows in ticket dispatching and other work processes, as needed.
- Establish a high level of personal credibility and build strong, professional, working relationships with our clients.
- Participate in ongoing training and personal development as needed for position

Competencies

In Order of Priority:

- Strong organizational skills to ensure all service requests are organized, dispatched and completed properly
- Attention to detail
- Exceptional communication skills
- Comfortable, friendly, and confident on the phone
- Understanding and working with clients in a non-technical matter
- With internal technical staff
- Eager to learn and the ability to learn quickly, technology is always changing
- Experience in the following areas is preferred, but not required:

- Microsoft Windows
- Active Directory
- Microsoft 365
- ConnectWise or similar PSA software
- Team player with positive, can-do attitude
- Education: Associate Degree or higher
- 3 years experience within a similar customer service role

What Makes SWICKtech Different?
- TRAINING:

- All-Company Monthly Technical Trainings
- One-on-One dedicated technical trainings with senior staff
- Opportunity for Technical Certifications / Competencies to be earned with internal planning, checkpoints and coverage of related expenses
- WORK / LIFE BALANCE:

- Opportunity to work from home for dedicated focus as needed with SWICKtech equipment
- Flexible work schedules to accommodate family / work / life balance
- Multiple break rooms / focus areas throughout the office to ensure best client success delivery and moments for our staff to breath
- HEALTH & WELLNESS:

- Professional Cook comes in to teach how to cook healthy
- Healthy snacks, coffee, and tea always available onsite
- Ergonomic, stand up desks with double screens for comfortable and active work life
- GOAL SETTING / PERSONAL DEVELOPMENT:

- Monthly Department Team meetings
- Monthly one-on-ones with your Manager
- Yearly reviews to ensure concerns heard, skillsets strengthened, and goals are met
- TEAM BUILDING:

- Quarterly All Company meetings to provide visibility into organizations growth plans
- Having fun every day with Ping Pong, Put Put Golf, Jenga or Chess
- Company outings outside of work to build stronger teams
- Leadership awards and 'surprise and delight' bonuses for those who go above and beyond in their daily work
- COMMUNITY OUTREACH:

- Consistent sponsorships in many local organizations we are a part of like WCBA, Red Heart Association, 10 Chimneys Foundation, The Women's Center, etc. 
- Opportunity to take time off for volunteer work
- BENEFITS:

- Competitive compensation plans
- Excellent Health, Dental, and Vision Insurance
- Long Term Disability Insurance Plans
- Life Insurance
- Supplemental Insurance through AFLAC
- Dependent Care FSA
- Paid Holidays
- PTO carryover each year, more PTO

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