Are you the voice of calm in a technical storm?
Are you one of those rare individuals who is both technically savvy and "a natural" at communicating with people? Can you listen with empathy, take ownership of a problem, and leave customers feeling confident and cared for?
If you have a passion for technology, a dedication to outstanding customer service, and an impeccable phone manner, Global Tech Solutions has the perfect opportunity for you.
Position Summary:
As a Service Desk Dispatcher, you are the first impression and in the communications nexus of our company. You will be the first point of contact for our clients, responsible for ensuring they have the best customer service experience possible. Your primary role is to answer incoming calls, perform expert triage to assess client needs, create meticulously detailed service tickets, and assign them to the right technical resource to ensure a swift and successful resolution. This is a fast-paced, multitasking role where your ability to be professional, understanding, and thorough will directly contribute to our success.
Key Responsibilities:
- Frontline Client Communication: Serve as the primary point of contact for clients requesting technical assistance via phone and email, always demonstrating a professional and courteous demeanor. Answering phones is the primary duty of this role.
- Expert Triage & Ticket Creation: Greet the customer, assess their needs, and use probing questions to determine the severity, urgency, and complexity of each issue. You will create and manage service tickets, ensuring all information—including contact details, summaries, and internal notes—is accurate, clear, and concise.
- Work Assignment & Lifecycle Management: Assign tickets to the appropriate technical resource based on their level, expertise, and current workload. You will follow a ticket through its entire lifecycle, from creation to closure, to ensure it meets our quality standards and service level agreements (SLAs).
- Setting Client Expectations: Skillfully set realistic expectations with clients regarding response times and resolutions, conveying a sense of ownership and confidence that their needs will be addressed.
- Team Collaboration: Monitor team chats for work-related communication, keeping messages short and to the point. Work closely with technicians and management to re-balance workloads and handle escalations effectively.
- Process Adherence: Follow all established company guidelines and procedures for call handling, ticket creation, information sharing, and escalations to ensure consistent and high-quality service delivery.
Qualifications and Skills:
- A strong technical background with the ability to understand and competently triage issues related to desktops, laptops, servers, networks, operating systems, and various software applications.
- Impeccable phone etiquette and phenomenal customer service skills. You must genuinely enjoy talking to and helping people.
- Excellent oral and written communication skills; you must be articulate, able to convey empathy, and write clear, professional notes.
- Must be a self-starter who works well independently but also thrives as a collaborative member of a team.
- Exceptional time management and multitasking skills are essential to succeed in this fast-paced, high-pressure work environment.
- Emotionally mature, with strong problem-solving skills and the ability to de-escalate difficult client situations with a positive attitude.
Job Type: Full-time
Experience:
- IT Customer Service: 2 years (Required)
Language:
- Excellent English (Required)
Work Location: Remote