Dispatch / Client Care Specialist -Telecom

Overview:

Our client is a Canadian-based MSP (Managed Service Provider). They provide IT and network support services and technology consulting to a wide range of mid-sized companies in Canada and the US. They have an expert team of highly dedicated specialists, supported by strategic and emerging technology partners, who are laser-focused on taking companies to the next level This role offers work from home options, competitive salary, growth opportunities and the chance to work with a dynamic and growing team of international IT professionals.

Purpose & Scope:

As a Telecom IT Tech Dispatch/Client Care Specialist, you have an integral role in the business, acting as a facilitator between our valued clients and internal team of technicians and external trade contractors. A successful candidate is passionate about delivering excellent customer service and embodies critical thinking skills with the ability to think outside the box.

Key Responsibilities:

• Act as secondary dispatch during regular dispatcher's shift, and primary dispatcher when other dispatcher is off
• Answering calls and creating tickets within our ticketing system Ensure that every voicemail is called back within 10 minutes
• Reviewing all new tickets that come into our system (via RMM, email, etc.) and assigning to the appropriate board and resource(s) within 30 minutes of the ticket arriving
• Cleaning up new tickets to match standard (i.e., ensuring proper subjects, client info, contact info, description, etc.)
• Assisting with escalation between technical resources
• Scheduling remote and on-site technicians
• Assist with entry-level support items that come through (email forwarding, password resets, etc.)
• Add in all notes and track time within tickets and ticketing system
• Complete daily ticket reviews with all technicians via individual phone calls and providing a daily report on the findings
• Continually review and audit service boards to ensure: compliance with process, proper note-taking and time tracking, technician's meeting SLA's, and items being escalated when/where required
• Proactively update tickets and communicate with clients when tickets are at risk of going stale, approaching SLAs, or whenever an appropriate opportunity is identified
• Escalate concerns with tickets/technicians to the appropriate manager
• Providing accurate reporting from our ticketing system when/where requested
• Other duties as assigned

Qualifications:

• At least 2 years of proven experience and product knowledge in the telecom industry is preferred
• Bachelor's degree or higher education is preferred
• Demonstrated record of providing a high degree of customer satisfaction
• Well-developed customer service skills
• Pleasant and warm personality
• Exceptional interpersonal and relationship building capabilities
• Good communication skills, both written and oral
• Strong organizational, operational, and planning skills in a sales focused environment
• Agile mindset, both willing and able to adapt and pivot in a fast-paced work environment
• Proactive and goal-oriented
• High-level of attention to detail
• Can work independently with minimal supervision
• Can start ASAP
• Amenable to working graveyard shift

LAPTOP / PC REQUIREMENTS:

• CPU / Processor Dual core processor 1Ghz or above, Intel Core i5 / i7 or AMD equivalent is highly required
• Windows 10 or MAC is acceptable
• RAM At least 8GB RAM with 60GB free hard disk space available.
• 50 Mbps and up wired DSL Internet connection, with wireless backup with UPS battery backup for short term outages
• Headset with noise-canceling feature & webcam