IT Dispatcher (Remote - work from home) at Xantrion

If you are an experienced client service representative who likes a fast-paced environment and has experience providing services in person, we invite you to explore our Dispatcher position. Work from home and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business.

• This is a remote role working from home within the United States.
• Shift: Monday - Friday, 9 AM - 6 PM PST.

Primary Purpose and Function

The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients.

Essential Functions and Responsibilities

Ticket Management

• Answer high volume incoming calls and chat requests from our call center.
• Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM.
• Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests.
• Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level.
• Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate.
• Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching.
• Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue.
• Assist with low level tickets such as password reset requests and group membership changes.
• Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google.

Administration

• Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work.
• Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
• Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed.
• Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

Formal Education & Certification

High school diploma or equivalent.

Knowledge & Experience

• Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience.
• Customer service experience in a call center, dispatch center, or telecommunications organization is a plus.
• Previous MSP dispatch and/or coordination experience is highly desired.
• Experience with ConnectWise or similar ticketing systems is highly desired.
• Ability to quickly and accurately determine incident scope and impact.
• Demonstrable competency in use of MS Office products:
  • Outlook – high level for e-mail and organizational tracking tasks
  • Excel / Word – intermediate skill
• Ability to multitask with an appropriate sense of urgency.
• Superior customer service and communication skills, both written and verbal.
• Efficient time management skills.
• Superior documentation and follow-up skills.

Personal Attributes

• Positive attitude.
• Excellent verbal and written communication skills.
• Ability to work under pressure, meet deadlines, and handle multiple tasks in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to compromise when merited, as well as exercise good judgment
• Ability to work independently, proactively, and establish ownership of issues.
• Demonstrated interpersonal skills, able to foster strong relationships internally and externally.
• Desire to grow and evolve the position.

Performance Metrics

• All tickets are properly scheduled according to our internal-facing SLAs.
• Manager and peer review of goal achievement.
• Coachability, willingness to work as a member of a team.
• Detailed ticket notes at every relevant step of dispatch.
• Dispatch portal is properly maintained. Tasks do not “fall through the cracks”.

Physical Demands

• Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue.
• Viewing a Computer Monitor: Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain.
• Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals.
• Oral Communications: Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills.
• Use of Peripheral Devices: Handling and operating devices such as a mouse, headset, and other computer accessories with precision.
• Basic Ergonomic Adjustments: Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain.
• Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity.
• Occasional Lifting and Moving: Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed.
• Periodic Travel to Customer Offices: Willingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportation.
• Periodic Travel to Xantrion’s Office: Willingness and ability to travel to Xantrion's office or shared workspace as needed, which may involve air travel, driving, ride-sharing, or using public transportation.

Company Policy and Procedure Compliance

• Follow and support company policies and procedures as well as all local, state, and federal laws.
• Always maintain confidentiality of company and customer records and information.
• Maintain a professional image, adhering to Xantrion’s dress code.
• Must have an existing cell phone (running current Android or iOS).
• If applicable Xantrion will provide a cell phone, internet connection, and home office equipment allowance. See the Xantrion Handbook for details.

When Working Remote

• Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing.
• Must have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable. Client information must always be kept private.
• Must use Xantrion-provided PC and headset to execute job functions.

Benefits

• Salary range $45,000 - $50,000/year, depending on experience.
• 100% of medical, dental, and vision for you and your family.
• 401K with company match up to 4% of salary.
• Certification and training reimbursement.
• 17 days/year PTO (in addition to training allowance).
• Bonuses for referring new clients or employees.

Xantrion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.