We are looking for upbeat over achievers to join our dynamic Dispatch Team. Our dispatch department is where the rubber meets the road, the first step on the path to providing the best customer experiences. The perfect applicant for this job must be able to multi-task, have great attention to detail, bring a teachable, CAN DO attitude, and participate in a dynamic, team oriented atmosphere.

Contact us now to learn how you can be part of our experienced and professional team. Come visit us to find out why some of our happiest team members made the jump and haven’t looked back. Our professionals are all full-time, salaried employees who enjoy excellent salaries and benefit packages. Our office is in Bothell, WA, serving clients all over the world with an emphasis on the Pacific Northwest metro areas (Seattle, Spokane, & Portland).

 

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We are an equal opportunity employer




Duties and Responsibilities
  • Answer, triage, document and route incoming calls; create new service tickets as needed
  • Respond, triage, document and assign resources to all new incoming service tickets Assign resources to tickets based technical skill level, availability, prior knowledge of clients’ network, special instructions and pre-assigned consultant portfolios
  • Verify that previous days scheduled appointments were kept, resolution notes and time entries were entered into the ticket, the issue is resolved and communicated to the client and the ticket is closed
  • When dealing with unresolved issues; document next steps, schedule follow up service and communicate to client and resource
  • Coordinate and communicate to clients service schedules, updates and changes as needed
  • Review resource calendars and schedules in order to optimize utilization, minimize travel costs (mileage, parking, tolls) and maximize client care experience
  • Maintain service boards to insure all tickets are in the correct status, scheduled and accurately represent the open service requests from all of our customers
  • Work with Service Coordinators on planning and scheduling resources on client projects and back-filling their regularly scheduled work with alternate resources
  • Make recommendations for process and procedural improvements in support of our ongoing commitment to create a ‘best in class’ client experience and insure efficient use of staff resources
Qualifications
  • High School diploma or GED required, college degree desired
  • Must have basic knowledge of IT systems, components, terms and potential problems that can arise
  • 2 year’s office experience and prefer prior dispatch or help desk experience
  • Strong knowledge of Microsoft Word, Excel and Outlook
  • Must have exceptional written and verbal communication skills
  • Strong typing/keyboarding skills, organizational ability and a keen attention to detail are required
  • Ability to manage a high volume of activities and transactions in a fast paced, multi-monitor, multi-tasking environment
  • Ability to efficiently and effectively use a variety of communication mediums ticket software, email, telephone, chat and calendars
  • Ability to establish and maintain positive working relationships with all levels of management and staff
  • Ability to completely understand the business and the skills of company employees and leverage both to provide a high quality experience for clients
  • Ability to pass a pre-employment criminal background check
  • ITIL Foundation Certification Preferred