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AI Summary
The IT Dispatcher is responsible for efficiently scheduling, assigning, and escalating service tickets across the company. They also serve as the primary point of contact for customer service inquiries and maintain internal partnerships to ensure effective service delivery.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Efficiently assign, schedule, and escalate service tickets company-wide.
- Provide front line customer service via incoming calls
- Drive excellent customer service by providing detail oriented oversight of ticket communications and scheduling.
- Build working inner-company partnerships to ensure a successful cross-department service delivery model.
- Demonstrate basic technical expertise for efficient ticket assignment.
- Contribute to the TBU strategic and tactical business model.
- Other duties as assigned
EDUCATION, TRAINING, AND EXPERIENCE:
- 4 + years of customer service experience
- 2 + year of dispatching experience
Preferred
- Associates degree or appropriate certifications and 1 year of professional experience in an IT or Telecommunications related field
REQUIRED SKILLS:
- Interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner.
- Good written and oral communication skills
- Effective analytical and problem-solving skills
- Ability to perform a variety of tasks, often changing assignments on short notice
- High level knowledge of a wide variety of technologies
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
- Indoor work primarily in the company office environment
- Frequent utilization of manual dexterity and visualizing of computer screen
- Occasional bending, carrying, squatting, twisting and lifting up to 60 pounds independently
- Occasional travel by vehicle and air, with some overnights
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