Note: The job is a remote job and is open to candidates in USA. CyberSheath is a rapidly growing Security and IT Managed Services Provider focused on providing Cybersecurity services to the Defense Industrial Base. The Service Dispatch Coordinator is responsible for maximizing utilization of internal and field resources by managing and dispatching service requests to the appropriate resources.

Responsibilities

• Responsible for coordinating the schedules of remote and field technical resources
• Create and assign service requests as they arrive through phone, email, or other means
• Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
• Organize technician schedules to ensure schedules are efficient and productive
• Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Act as a point of contact for clients for all types of service requests
• Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s
• Report the utilization of IT Support resources and successful completion of service requests to the appropriate resources
• Responsible for ensuring prompt entries for time and expenses as they occurWhere applicable, support end-users in same-call resolution activities (e.g. password resets)
• Additional duties as assigned

Skills

• Excellent Customer Service skills: such as telephone skills, communication skills, active listening and customer-care
• Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services
• Ability to match proper technical resources to technical issues appropriately
• Positive attitude, self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively
• Typing skills to ensure quick and accurate entry of service request details
• 1-3 years of customer service experience

Company Overview