IT Dispatcher
Location: US, NC, Durham
Employment type: Full-time
Required experience: Entry level
Industry: Information Technology and Services
Function: Customer Service
Company profile: Net Friends is a locally-owned IT services company in business since 1998. We provide IT support, IT consulting, and IT assets such as servers to companies that can’t or don’t want to provide those resources in-house. Our trademarks are our flexibility – we work with companies of all sizes at diverse degrees of involvement – and our focus on customer relationships as a benchmark for success. Net Friends has recognized for 16 years that hiring top candidates and keeping them is what separates businesses that thrive from those that fail. Applicants who meet our strict standards find themselves welcomed into a supportive, innovative environment in which initiative and skill set growth are strongly encouraged. We consider relationship-building skills, personal integrity, and thoroughly professional conduct to be just as important as technical expertise.Available positions and required skills change rapidly; we’re always looking for job-seekers with “the right stuff” to thrive in our company. Strong candidates will be able to demonstrate experience or ability in many of the following areas:task ownership on a wide scale, from single tickets to multi-month projects; self-directed planning, research, and execution from first contact to closureforming ad hoc project teams, both as informal leader and follower; facilitating communication and successful conclusion on deadlinesuperlative self-presentation via e-mail, phone, and in-person; emphasis on punctuality, empathy, courtesy, and good cheerself-guided time management with nuanced understanding of competing customer priorities and needsproblem-solving and resourcefulness in both technical and organizational fieldsexpressing or interpreting technical information to a non-tech audienceIf you fit these criteria, and you’re ready to find out how far you can go in a fast-growing IT consulting firm, please apply here. Your cover letter is a central way we are introduced to your communication skills, which is why we require it in the application. We'll be evaluating how you articulate your unique contributions along side your actual experience listed in your resume.
Description: You would operate as principal contact and liaison between customers and our expert team of IT Support Specialists. Customers call and email with requests which must be evaluated for urgency and whether a formal request is warranted. This position would ensure that all formal requests are generated in the ticketing system containing all relevant information and are properly assigned to a Support Specialist. You would then monitor all open requests, following ticket escalation policies to ensure SLA response times are met and Customer Service was satisfactory.Additional responsibilities include monitoring vendor portals for actionable items, assisting with maintaining internal documentation, and maintaining the professional appearance of the office. You would be expected to efficiently handle multiple action items simultaneously while maintaining composure and following up to ensure that a high level of customer service quality is consistently maintained.This position is not designed for working from home, and you would be expected to report to our central Durham location.
Requirements: One or more years of experience with dispatch and customer supportProfessional, mellow telephone voice presenceRapid typing skills; ability to type while talking and listeningResourceful and creative attitudeAbility to hold multiple tasks in your head without distractionRemain calm and relaxed during stressful or emotional conversationsAbility to arrive at work precisely on time each day ready to beginHigh empathy and emotional intelligence in telephone conversationsOne or more years of experience in dispatching, call center, help desk, or customer supportBasic understanding of computer systems, ticketing systems, knowledge base systems, and online applications (such as online banking)Organized and aware of task loads                            Mature approach to task prioritization                     Ready to begin full-time work immediately
Benefits: Our company furnishes and maintains all tools required to perform tasks. We offer a comprehensive benefit package including medical, dental, life, AD&D, and disability insurance, a 401K plan, and up to 24 days paid time off per year.
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