Dispatcher

At CIT, we're on a mission to revolutionize the way businesses harness technology. Our passion lies in crafting and implementing IT solutions that propel our customers forward. As a team, we're committed to empowering small & medium-sized businesses with a suite of game-changing services. From managed IT & cybersecurity to cloud solutions & physical security, we're the tech allies businesses trust to navigate the digital landscape.

Why Work Here

At CIT, you’ll work with a team of experts who are as passionate about their craft as you are in a collaborative, learning-focused, and fun environment. We offer:

• Career Growth – Paid vendor certifications, ongoing training, and development opportunities.
• Flexible Time Off – Take time off when you need it with our generous FTO policy.
• Great Benefits – Medical, dental, vision, 401(k) with employer match, paid volunteer time, paid parental leave, and more.
• Values-Driven Culture – Work in an environment that consistently wins Twin Cities’ Best Workplace awards year after year.

Position Summary

The Dispatcher serves as the primary coordination point between customers and CIT's engineering team, managing inbound service requests and ensuring tickets are assigned, scheduled, and tracked effectively. This role is responsible for answering customer calls and emails, creating and updating service tickets, and dispatching work to the appropriate engineers based on availability and priority. 

CIT's Dispatch team plays a critical role in setting customer expectations, maintaining clear communication throughout the support process, and ensuring the right resources are engaged at the right time. Success is measured by the accuracy and timeliness of ticket routing, the quality of customer communication, and the smooth flow of work through the service desk.

Core Functions

• Answer inbound customer phone calls and respond to email support requests 
• Create and update service tickets based on customer support interactions 
• Monitor and respond to the live chat tool 
• Identify and prioritize customer tickets based on urgency and impact 
• Assign and schedule tickets to engineers based on customer needs and engineer availability 
• Set clear expectations with customers regarding follow-up and resolution timelines 
• Maintain accurate ticket documentation throughout the dispatch process 
• Perform other duties and responsibilities as assigned.

Required Qualifications

• Professionalism and ability to work effectively as part of a team and independently 
• Strong organizational skills with the ability to manage multiple pieces of information simultaneously and identify next steps to resolution 
• Excellent written and verbal communication skills 
• Demonstrated history of delivering positive customer experiences 
• Strong computer skills and typing proficiency 
• Basic knowledge of Microsoft 365 
• Ability to prioritize tasks by urgency and work with minimal supervision 
• Must be authorized to work in the United States. 

Preferred Qualifications

• 1+ year of experience working with a managed service provider (MSP), a call center, or similar customer facing environment.

Work Environment

• This position will work a fully remote schedule anywhere within the United States. The schedule is 9:00am–6:00pm (Central Time) Monday through Friday.

Pay Range

The salary range for this role is $36,000 – 42,000. At CIT, compensation is based on total experience, performance, subject matter expertise, and other job-related factors. We are committed to fair and competitive pay that rewards contributions and impact.

Benefits

CIT offers competitive benefit, wage, and incentive programs. Benefits include but are not limited to: medical, dental, vision, life & disability insurance, 401(k) with matching employer contribution, flexible work schedules, paid volunteer & parental leave time, flexible paid time off policy, and an employer‑sponsored rewards & recognition program.

Equal Opportunity Statement

CIT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, regardless of their race, color, creed, religion, ancestry, national origin, sex, affectional preference, gender identity, disability, age, marital status, veteran status, status with regard to public assistance, or any other legally protected characteristics.

About Us

At Computer Integration Technologies (CIT), our mission is simple yet powerful: Making Technology Work for Business. Since 1992, we've partnered with organizations to transform technology from a challenge into strategic advantage. We serve as the IT member of our customers' teams, delivering innovative solutions that empower growth and success.

Our culture thrives on collaboration, integrity, and passion for customer success. We believe in a positive work-life balance, continuous learning, and celebrating victories together. At CIT, every solution is tailored to meet unique business needs, whether it’s managed IT, cybersecurity, cloud services, or custom development.

Our Core Values

• Our People – Collaborative, reliable, empowered, and accountable.
• Passion for Our Customers – Customers are our focus and always come first.
• Integrity – We do the right thing, keep our promises, and treat everyone with respect.
• Our Culture – Fun, positive, and balanced; we celebrate achievements.
• Our Solutions – Innovative, strategic, and designed to deliver real value.

Join us and be part of a team that combines cutting-edge technology with a commitment to excellence, innovation, and customer care. Together, we make technology clear, understandable, and painless for businesses everywhere.

https://www.citsolutions.net/about-computer-integration-technologies/