It Service Dispatcher

Description:

Point North Networks, Inc. is a Managed IT Services & Private Cloud Hosting company based in Inver Grove Heights, MN. We are a small team of dedicated individuals who are passionate about Information Technology, and our clients’ success. We are seeking an IT Service Dispatcher with a passion for customer service and technology. The ideal candidate will have strong interpersonal and organizational skills and be comfortable answering client phone calls, documenting issues in an online ticketing system, and working closely with a team of IT support professionals. You should possess the ability to pose technical questions contributing to the effectiveness of the IT processes. Some basic computer troubleshooting skills required.

You will be our primary point of contact for clients when they call in or send IT issues to our ticket tracking system. You will be documenting issue details, routing tickets to technicians for resolution, and performing client follow-ups. This is primarily an administrative and customer service role with some room for on-the-fly troubleshooting depending on the severity of the issue.

As a successful candidate, you must exhibit outstanding customer service, written and oral communication skills, and attention to detail. You must be able to adapt to a variety of circumstances quickly, while remaining positive and lighthearted in your customer interactions. You will routinely interact with the clients, representing the company at every step. We are looking for individuals who want to grow, are passionate about IT, and are ready to go all in with us.

Responsibilities

• Answer phone calls when clients call in with technical issues and obtain detailed relevant information to route to technicians for resolution.
• Review incoming written communication from clients, follow up with clarifying questions, and route to technicians for resolution.
• Maintain visibility of client issues in the ticketing system and follow up with technicians to ensure accurate and timely resolution.
• Perform basic troubleshooting as applicable. Follow established procedure for quick-to-resolve issues, such as password resets.
• Work with the service manager to update procedures and identify areas for improvement as needed.

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package include:

• Competitive salary
• Paid Time Off
• Medical, Dental, and Vision plans
• Short-term Disability and Life Insurance
• Company Matched SEP IRA

Plus, we work to maintain the best possible environment for their employees, where people can learn and grow with the company. We strive to provide a collaborative environment where each person feels encouraged to contribute to their processes, decisions, planning and culture.

Job Type: Full-time

Pay: $38,000-$45,000 per year.

Requirements:

Requirements

• Must be able to work out of the office in Inver Grove Heights, MN.
• 2+ years of related experience.
• Strong written and verbal communication skills.
• Proficient with Microsoft Windows based computers and Office applications.
• Passion for enabling our client’s success.
• Adaptable and interested in learning and skill growth.