Dispatch Coordinator

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact

As a Dispatch Coordinator, you’ll be responsible for delivering exceptional customer service to both internal and external clients by effectively addressing their needs and upholding service commitments. This role also involves maintaining technician schedules, triaging and prioritizing the daily ticket workflow to ensure timely and efficient resolution of service requests.

Summary of Location and Hours

• This position is 100% remote

• Monday-Friday, 8am-5pm EST (Alternate start/end times will be considered upon request – plus or minus an hour) 

What you will be doing

• Provide responsive customer service. Answer internal and external customer/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner.
• Perform all duties with the goal of building and maintaining long-term customer/vendor relationships
• Maintain exceptional customer service understanding satisfaction and perception
• Triage tech support tickets to review for complete/correct information and confirm ticket priority level
• Assign tickets to appropriate service board personnel according to priority level, customer assignment, technical acumen, or job responsibilities
• Provide efficient coordination, prioritization, and scheduling of engineers to ensure that SLAs are being adhered to
• Create tickets to substantiate customer work order requests
• Respond to queries related to product delivery dates, tech schedules, etc.
• Understand and retain client communication preferences
• Communicate customer need to the appropriate personnel to handle service request
• Escalate issues with service requests to Service Manager or VP Operations
• Utilize active listening and customer-care skills in identifying potential concerns
• Report customer concerns or complaints to VP Operations and CXO
• Answer internal and external communications timely and professionally
• Demonstrate and promote a spirit of cooperation and teamwork throughout the company
• Provide backup support for other teams and team members as needed
• Continually look for ways to improve our processes and ability to serve our customers effectively
• Improve personal performance on a continual basis

 

You’ll be successful in this role if you have

• 2 years’ experience in professional office environment preferred
• Typing skills using QWERTY methodology
• Ability to communicate and work effectively with internal and external stakeholders
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• Excellent written and verbal communication skills
• Able to work well with senior executives
• Organized and detail-oriented
• Strong team player

 
 
Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for

• Experience with ConnectWise family of products or similar service management system

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 11 Paid Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent

The base pay range for this position is expected to be between $40,000 and $55,000 per year, plus an annual on-target bonus if applicable, not all roles are subject to a bonus. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status: Salaried, Exempt

Work Authorization Criteria
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.

Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures. 

Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 4/30/25.