Dispatch and Client Success Associate

August 26

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Lanspeed

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People + Technology + Service

IT Support • Managed Service Provider • Microsoft Office 365 • Network Security • IT Outsourcing

11 - 50

Description

• Responsible for attaining maximum utilization for internal and field technical resources while maintaining a positive service experience for our clients through the daily scheduling of service requests • Manages and maintains our service boards for timely response and quality resolution to service requests • Continually measure and benchmark our service delivery to share results with management • Coordinate the service team by creating, assigning, and scheduling service tickets in ConnectWise proactively • Receive and make client calls with little to no background noise • Monitor service requests/ tickets for accurate time entries and updates • Assist with incident Escalation management • Understand client contracts to properly schedule the appropriate resources and prioritize requests • Become an expert in the usage and understanding of ConnectWise • Communicate effectively with the service team to ensure all parties stay informed • Problem solving and communicating to reach a win-win resolution • Commitment to improve customer service whenever needed • Learn about the organization’s products and services and keep up to date with any changes • Assist the management team with administrative duties as requested

Requirements

• High school diploma or GED. 4 year college degree preferred • A minimum of two years of experience in I.T. services, customer service or retail services • Ability to learn about the IT service industry • Excellent communication and organizational skills • Maintain a positive attitude with clients and employees at all times • Have the desire to take initiative, think creatively, and play an important role in the company’s development • Excels at multi-tasking and operating in a fast paced and diverse environment • Excellent people organizer, open to direction and collaborative work style and commitment to get the job done • Ability to coordinate fast moving schedules for people and projects • Excellent interpersonal skills and a collaborative style • Ability to look at situations from several points of view • Needs to be very detailed oriented and focused on quality • Commitment to Lanspeed’s Mission, Vision, Guiding Principles, and Core Values • Proficient with Microsoft Office, Windows and multiple displays • Ability to sit at a desk in front of a computer 75% to 100% of the time • Ability to be on the phone from 25% to 75% of the day

Benefits

• Company provides medical, dental and vision for the employee at no cost • Retirement Benefits with employer match • Flexible time off • Sabbatical • Fully remote position