Help Desk Dispatcher
CBIZ
full-time
Posted on:
Location Type: Hybrid
Location: Philadelphia • Pennsylvania • United States
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About the role
- Engage customers via phone or email and create trouble tickets for user support calls. This entails responding to phone calls, emails, and self-service requests in a timely and professional manner.
- Open new and dispatch existing tickets to available technicians.
- Follow up on previously dispatched tickets to ensure first call resolutions are met.
- Consistently adhere to defined department policies and procedures for processing, escalating, notifying and closing tickets.
- Gather sufficient information from customers for proper handoff to technicians.
- Fully document all information gathered in the ticketing software system during any communication with client.
- Strong and consistent communication with internal staff as well as with customers.
- Assist with process improvements and service delivery on a continuing basis.
- Responsible for maintaining relevant certifications as needed.
- Perform tasks as assigned by management.
Requirements
- High School Diploma or GED equivalent required
- Proficient use of applicable technology
- Ability to follow technical instructions and guidelines
- Able to work in a team environment
- Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
- Ability to travel as required by business and on-call availability
- Able to lift up to 50 lbs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
trouble ticketingticket dispatchingdocumentationtechnical instructions
Soft Skills
communicationteamworkcustomer serviceprocess improvementproblem-solving
Certifications
High School DiplomaGED