Service Desk Dispatcher
Schultz-Technology-Solutions,-LLC
***This is NOT a remote position, in-office, 40 hours a week only***
Service Desk Dispatcher:
Service Desk Dispatchers complete customer service tasks that ensure clients have the information and assistance they need and maintain the company’s positive reputation.
Duties are, but not limited to:
· Take high volume of client calls and collect all important information regarding the client's service request
· Create and assign tickets using proper categories, urgency, service contracts, Tech skill set level, ensuring the “White Glove” service
· Report all aging tickets to Help Desk Manager
· Follow up daily / weekly on tickets marked as “Follow up 24 hours, Escalation Needed, Waiting on Vendor with appropriate management team
· Reassign tickets to alternate technicians depending on technician travel schedule
· Will be actively engaged in the feed back mechanism process
· De-escalate situations involving dissatisfied clients, offering patient and caring assistance
· Guide callers through the process of requesting troubleshooting support
· Review client accounts, providing updates and information about ticket status
· Collaborate with other service desk professionals to improve customer service
· Help to train new employees and inform them about the company’s client management policies
System Engineer
Schultz Technology Solutions, LLC Jobs and Careers | Indeed.com
SUMMARY
***50% Nationwide Travel/25% Local Travel Required (Company paid)***
Systems Engineer (SE) should be comfortable living in both the Support and Engineering environments; translating internal technical-speak into clear concise directions for clients and vice-versa. The SE is part of a team that is the first line of contact for customers experiencing issues with VMware and Microsoft solutions. Also dealing with escalated problems from team members. These team members are, in many ways, the “face of Schultz Technology” and must be passionate about helping our clients solve problems.
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