Service Dispatch Coordinator

CyberSheath Services; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

CyberSheath Services International LLC is seeking a Service Dispatch Coordinator for a fully remote role in the United States. You will manage daily dispatch of service requests, coordinate schedules for remote and field technicians, and act as the main point of contact for clients while ensuring SLA adherence.

Ideal candidates have 1–3 years in customer service and experience in a Managed Services setting, with strong communication and organizational skills for a fast-paced environment.

Qualifications

• Excellent customer service skills including telephone communication and active listening.
• Experience in a Managed Services environment with IT support tools and methods.
• Ability to assign appropriate technical resources to issues.
• Positive, self-motivated, and able to work in a fast-moving environment.
• Strong teamwork and effective communication.
• 1–3 years of customer service experience.

Responsibilities

• Coordinate schedules of remote and field technical resources.
• Create and assign service requests received by phone, email, or other channels.
• Escalate tickets related to desktop and network issues.
• Organize technician schedules for efficiency and productivity.
• Maintain communication with customers about incident progress and outages.
• Act as primary contact for clients for all service requests.
• Monitor open tickets and escalate as needed to meet SLAs.
• Report IT resource utilization and task completion to the relevant teams.
• Ensure prompt time and expense entries; assist end-users where applicable.
• Other duties as assigned.

Skills

Customer service

Managed Services

Resource matching

Team communication

Typing speed

Job description

United States - Remote

CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). We are excited to be expanding our staff due to our growth and are looking to add an additional Service Dispatch Coordinator to our team!

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don't improve and, in fact, may weaken an organization's security posture. Our professionals tell clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security.

Successful candidates for CyberSheath are self-motivated, think out of the box, work, and solve issues independently. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.

Job Overview

The Service Dispatch Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource.

Essential Responsibilities (include but are not limited to):

• Responsible for coordinating the schedules of remote and field technical resources
• Create and assign service requests as they arrive through phone, email, or other means
• Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
• Organize technician schedules to ensure schedules are efficient and productive
• Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Act as a point of contact for clients for all types of service requests
• Monitor open service tickets and elevate requests to other team members as necessary to ensure the team is meeting customer SLA’s
• Report the utilization of IT Support resources and the successful completion of service requests to the appropriate resources
• Responsible for ensuring prompt entries for time and expenses as they occur
• Where applicable, support end-users in same-call resolution activities (e.g., password resets)
• Additional duties as assigned.

Required Experience & Skills

• Excellent Customer Service skills: such as telephone skills, communication skills, active listening, and customer care
• Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services
• Ability to match proper technical resources to technical issues appropriately
• Positive attitude, self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively
• Typing skills to ensure quick and accurate entry of service request details
• 1-3 years of customer service experience

Work Environment

CyberSheath is a fully Remote work environment

Work hours for this role are 8:00 AM - 5:00 PM PST (11:00 AM - 8:00 PM EST)

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.