Job Summary

Link High Technologies Inc. is an MSP located in NJ with clients throughout the East Coast. We are professional, fast-paced, and customer-centric. We are looking for a Service Coordinator/Dispatcher with 3+ Years of MSP experience.

Key Responsibilities

Client Communication
Act as the primary point of contact for Link High Technologies' clients, promptly and professionally addressing their service incidents, requests, and concerns
Build and maintain positive client relationships, ensuring their needs are met and expectations exceeded
Service Coordination
Receive, assess, and prioritize service incidents and requests, ensuring they are resolved promptly and efficiently
Efficiently allocate resources, including our skilled technicians and cutting-edge equipment, to meet service commitments
Skillfully schedule and dispatch onsite teams when required, optimizing resource utilization
Resource Management
Monitor and manage the availability of our service technicians, tools, and specialized equipment
Collaborate with various departments to ensure timely access to necessary resources
Ticket Type and Skill-Based Scheduling
Utilize ConnectWise Manage to assess the type and complexity of service tickets
Schedule technicians based on their skill levels and expertise required for specific service incidents
Consider technician familiarity with clients to enhance service efficiency and customer experience
Support Staff Scheduling
Schedule staff members for client meetings, vendor meetings, or any other tasks as required by the executive and leadership teams
Ensure efficient coordination of schedules to support the operational needs of the organization
Executive and Leadership Team Support
Provide crucial support to executive and leadership team members in scheduling and organizing meetings, as well as handling other administrative tasks
Ensure their schedules align with business priorities and objectives
Documentation and Reporting
Maintain meticulous records of service incidents, requests, schedules, and resource allocations
Generate regular reports on service performance metrics, such as response times, resolution times, and customer feedback
Quality Assurance
Uphold Link High Technologies' rigorous service quality standards and best practices
Conduct thorough post-service follow-ups to gather feedback and guarantee client satisfaction
Problem Solving
Swiftly identify and address any issues or obstacles that may impede service delivery
Foster collaboration with cross-functional teams to resolve complex service-related challenges
Continuous Improvement
Actively contribute ideas and implement process improvements to elevate service efficiency and effectiveness
Stay at the forefront of industry trends and emerging technologies, offering innovative solutions to clients

Qualifications

Minimum of 3 years experience in a similar service coordination role with an MSP
Proven experience in service coordination, customer service, or a related role within the technology sector
Exceptional communication and interpersonal skills with a focus on client delight
Strong organizational and time management capabilities
Proficiency in utilizing ConnectWise Manage or similar service management or dispatch software
Ability to thrive under pressure and adapt to shifting priorities
Excellent problem-solving and decision-making aptitude
A dedication to delivering exceptional customer service
A+, Network + or higher certifications helpful.
Able to commute to Florham Park NJ daily.

Compensation And Benefits

Salary 50-55k
100% Employer Paid Medical/Dental
401K with 3% Company Contribution
PTO which increases with tenure
Short/Long Term Disability Employer Paid
Opportunity for growth within company after 1 year

Link High Technologies

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Service Coordinator/ Dispatcher