Dispatcher

Job Description

Dispatchers are responsible for coordinating, scheduling, dispatching, and supporting the team of engineers. The primary duty of the dispatcher is answering all inbound phone calls and creating/modifying tickets and projects, then assigning engineers based on predetermined time estimates and schedule availability.

Responsibilities:

Provide detailed and effective communication to internal and external customers.

Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.

Real-time metric monitoring and management of the ticketing and project system.

Handles several tasks simultaneously (i.e., answering phone calls, distributing ticket workloads).

Communicates with the Service Delivery Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes, etc.).

Understand SLAs in a production environment and proactively strive to meet the commitments.

Dispatching to ensure all tickets and projects assigned, the queues are actively monitored, and onsite work is scheduled.

Ticket and project follow-ups to ensure engineer notes are added based on current policies and procedures.

Recurring service ticket management.

Blast email communications (weather, zero-day vulnerabilities, etc.).

Other duties as assigned.

Minimum Qualifications:

Bachelor’s degree or equivalent experience

2+ years of service call triaging, dispatching, or answering services

Sense of urgency

Ability to handle multiple tasks and priorities

Strong interpersonal communication and team-based skills

Exceptional oral and written communication skills

Critical attention to detail

Ability to consistently follow policies and procedures

Technologically inclined

Preferred Qualifications:

Experience with ticketing and asset management systems

Basic technology troubleshooting skills

Help desk dispatch, coordination, management

Shift: Monday-Friday, 8:00am-5:00pm with a one-hour lunchCompany Description

Who We Are

RetroFit Technologies is a private held, Women Owned Business. We are a full-service IT Managed Services company providing IT Security Solutions, End-User Help Desk, Professional Services and Field Services.

At RetroFit Technologies, you’ll love where you work, who you work with, and how your day unfolds. We empower you to do great work in a company with over 40 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Full-time