Intern in Miramar, Florida at United Data Technologies

This position is located in Miramar, FL.

The Service Desk Dispatcher will serve as the first point of contact for UDT Customers. This position is highly impactful to the success of each engagement with individual customers and the timely resolution of their needs. Using high levels of customer service, be inquisitive to ask customers questions to accurately identify and document their needs in a ticketing system. Then assigning ticket classifications before routing tickets to appropriate engineers throughout the MSP organization. You will follow SOPs and partner with departmental peers, MSP Leaders, or SDMs to resolve escalations timely and efficiently through your team. By being energetic and self-driven, you understand the customer and their use cases and work to be a trusted partner providing high levels of customer service.

Responsibilities

• Be consitently available to receive inbound calls, e-mails, chats, and web tickets from external and internal customers throughout the day.
• Manage a queue of tickets ensuring they are up to date regularly and seek to provide timely resolution to each ticket, not letting it age.
• Follow Standard Operating Procedures (SOPs) to properly classify tickets and follow customer expectations. Utilize the tools available to provide timely and permanent resolutions.
• Ask open ended questions to obtain details from each interaction to accurately document the customers need in the ConnectWise ticketing system.
• Respond to customers timely and with pre-drafted correspondance to prevent customer dissatisfaction.
• Identify technician schedules and route tickets to onstaff Service Technicians or NOC Engineers.
• Proactively provide outbound communication to customers to ensure timely updates to keep them informed of ticket progress.
• Accurately record time and expenses in the ConnetWise System
• Review SOPs regularly and proactively stay informed of changes to provide high levels of customer service.
• Attend team meetings and 1 on 1’s to learn about new activities and to ensure process changes are understood and put into place for the next interaction.
• Identify priority issues and accurately escalate urgent matters to the proper team members.
• Adhere to strong schedule adherence by logging in and out of a phone system. Utilize codes for various activities to provide insight into productivity.
• Other Duties as assigned

Qualifications & Experience

• 1 year of experience with working on a computer and operating systems.
• 1 year of experience working in a call center, MSP, or technical support center
  
• 1 year of experience working in a ticket system. ConnectWise preferred.
  
• 2 years of experience working directly with the public in a customer service capacity
  

Experience with general Helpdesk/Service Desk tools is a plus:

• Remote Access applications
• RMM solutions
• Proven ability to multi-task and adapt to changes quickly. Self-motivated with the ability to work in a fast-moving environment.
• Experience with Microsoft O365 and other backend technologies supporting end users is required
• Demonstrated ability to manage various technical issues
• Experience with problem-solving and troubleshooting
• Customer focused, by being passionate about collaboration and building strong relationships, both with customers and internal teams.
• Strong communication skills and technical aptitude to enhance customer engagements.
• Excellent organizational, analytical, and decision-making skills.

Education

• A high school diploma is required
  
• Relevant certifications such as Microsoft, Network +, A+
  
• Any other certifications or professional development units (PDUs) are a plus.

Working Conditions

• Primarily in the Miramar Corporate office, but some remote working options are available
• Required to be in the office at least 3 days per week
• Office setting with sitting for extended periods of time.

Ability to lift 25lbs

Ability to work collaboratively with cross-functional teams

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status