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
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