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Dispatcher/customer Service Representative

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New York, United States Solarus Technologies Full time

Ready to go on an IT adventure? Join our dynamic team as an IT Service Desk Dispatcher and be the hero who controls the destinies of people and kingdoms as you balance workloads, schedule effectively, and act as both the air traffic controller and welcoming team to our clients. If you thrive in a tech-savvy environment, love connecting with end-users, and have a knack for turning IT challenges into triumphs, this role is your portal to a world of excitement and endless opportunities
- **This is NOT a technical role. This is a long term dispatching role.**_
- **Please consider that before applying.**_

**About Us**:
Solarus Technologies, Inc. is a growing managed service provider (MSP) headquartered in New York City. Solarus strives to remove the guesswork and frustration out of implementation, management, optimization, and pricing technology for clients across the country. Join a team that strives to stay up to date on new technologies and solutions through professional development.

**About the Position**:
Picture yourself as an air traffic controller ensuring that support tickets land safely and without obstacles. Using your flashing baton, you will schedule tickets, keep engineers on track, and manage a service board of 350 tickets.

You’ll ensure our customers experience service and support that goes above and beyond at every turn. Elevate your career and join us in creating an electrifying atmosphere of innovation and customer satisfaction

**What does a "Typical Day" in this position look like? **A typical day would be answering our support phone lines, managing support tickets from start to finish, creating engineers’ daily schedules, and being accountable for the dispatch process.
- Be point of contact to the customer for service requests.
- Coordinate IT support groups to ensure maximum utilization of billable resources.
- Schedule internal and field technical resources via the dispatch portal.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communicate with customers as required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.
- Route incoming and existing tickets to the appropriate service group and geographic region.
- Monitor open service tickets to make sure the team is meeting customer SLAs.
- Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
- Escalate requests to other team members as necessary.

**Knowledge, Skills, and/or Abilities Required**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Qualifications**:

- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Excellent problem-solving and customer service skills.
- Ability to multitask and effectively prioritize client issues.
- Ability to work in a team and communicate effectively.
- Basic computer and operating system knowledge.
- Ability to follow process to match resources to technical issues appropriately.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
- Experience with software ticketing systems a plus, such as Zen Desk or ConnectWise.

**Educational/Vocational/Previous Experience Recommendations**:

- Previous customer service experience required.
- High School Degree. BA/BS, preferred

**Benefits**:

- Competitive salary based on experience and qualifications.
- Health, vision, and dental benefits included.
- Full on the job training and support.
- Professional development track to grow technical skills.
- Fun working environment and culture.

**Schedule**:

- 8:30AM to 5:30PM
- Monday to Friday

Pay: $20.93 - $28.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

Pay: $20.00 - $28.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

Application Question(s):

- Can you work the required HYBRID and ONSITE schedule?

**Experience**:

- Customer service: 2 years (required)
- Dispatching: 2 years (required)
- scheduling: 2 years (preferred)

Work Location: Hybrid remote in New York, NY 10018