IT Support & Field Dispatch Coordinator

The Exchange; Runcorn; On-site; GBP 26,000 - 36,000; Full time

Job summary

The Exchange is seeking a coordinator to allocate fault calls to Field Engineers in a way that optimises workloads and service levels. You will use in-house call management systems and Microsoft Office to communicate with customers and engineers, and will raise purchase orders via the accounting system as needed.

You will be responsible for keeping customers informed, managing expectations on fault resolution, and producing timely reports to meet contract objectives.

Qualifications

• Previous technical support experience or experience in a similar role.
• Excellent communication skills.
• Ability to explain technical issues to non-technical customers.
• Ability to work under pressure in a fast-paced environment.
• Experience with in-house Call management systems and tools.
• Proficient in Microsoft Office.

Responsibilities

• Effective allocation and utilisation of Field Engineer workloads to meet Service Levels and Customer Satisfaction.
• Utilising Accounting package to raise purchase orders.
• Provide ongoing feedback to the customer both internally and externally via voice and system updates to manage customer expectations on fault resolution.
• Report writing within the timescales to meet contract objectives.

Skills

Excellent communication

Explain technical issues

Work under pressure

Call management systems

Microsoft Office

Tools

Microsoft Office Suite

Call management software

Job description

The Exchange is seeking a coordinator to allocate fault calls to Field Engineers in a way that optimises workloads and service levels. You will use in-house call management systems and Microsoft Office to communicate with customers and engineers, and will raise purchase orders via the accounting system as needed.

You will be responsible for keeping customers informed, managing expectations on fault resolution, and producing timely reports to meet contract objectives.