Dispatch Coordinator

Dispatch Technician

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to: We’re looking for a Dispatch Technician to join our team. In this role, you will be a member of the team that is responsible for the logistical processing of support requests; this includes coordination with vendors, technical support staff, billing representatives, parts and shipping. Cloud5 takes great pride in providing exceptional quality service to our customers. To do well in our fast-paced environment, the successful candidate will have an outgoing personality, high initiative level and be quick on their feet.

WHAT YOU WILL DO:

● Responds to service requests, prioritizes work orders, schedules installations and task assignments to field technicians for the on-time delivery of services.

● Creates service tickets utilizing our ticketing system and scheduling technicians to perform a variety of telephony (telecommunication) tasks.

● Directs field technicians with written service requests and verbal instructions detailing work that needs to be accomplished.

● Verifies scheduled work orders and ensures that they are ready for dispatch

● Monitors work order status and adjusts assignments throughout the shift; informs and updates field technicians on schedule changes

● Calls customers to seek approval to dispatch field technicians for a wide range of telecom issues.

● Negotiate rates with vendors

● Creates quotes from vendors and sends them to the customer

REQUIRED EDUCATION AND EXPERIENCE:

● Knowledge of relevant software applications including MS Office

● High school diploma or equivalent

● This job entails facilitating jobs with technicians and clients across the United States.

● Ability to work well under pressure

● Ability to multi-task – must be able to navigate phone & computer systems while on calls

● Excellent verbal and written communication skills - Must be an excellent telephone communicator

● Self-driven, results-oriented with a positive outlook, and a clear focus on high quality customer service.

● Must be adept in use of Internet and email.

● Excellent time management skills and the ability to prioritize work

● Attention to detail and accuracy

● Performs basic clerical tasks. Operates basic office equipment.

● Perform duties in an efficient, professional and courteous manner

● Maintain regular consistent and professional attendance, punctuality

● Knowledge of basic help desk, troubleshooting, voice/data cabling or telecom skills a plus but not required

PREFERRED QUALIFICATIONS:

● Working knowledge of Word and Excel a plus

● Accurate keyboard skills

● Experience in handling a high-call volume

● Headstrong personality

Technical Requirements

Must be familiar with ServiceNow