Dispatcher

Job Description

Job Description

About COURSER

COURSER accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

Dispatcher

We are looking for a highly organized Dispatcher to join our support team. The Dispatcher will be responsible for managing and prioritizing incoming support requests, assigning tasks to technicians, and ensuring prompt resolution of issues. This role requires excellent communication and multitasking skills, as well as a basic understanding of IT systems.

Key Responsibilities :

• Serve as the first point of contact for all incoming IT support requests through phone, email, and ticketing systems.
• Assess the priority and urgency of incoming tickets, categorize them accordingly, and assign them to appropriate IT technicians based on skill level and availability.
• Track and monitor the progress of tickets, ensuring they are resolved within designated service level agreements (SLAs).
• Provide updates to clients and end-users on the status of their requests.
• Communicate effectively with team members, providing necessary details for efficient task completion.
• Maintain accurate records of all support requests, including resolution times and any follow-up actions.
• Escalate complex or critical issues to senior IT staff as needed.
• Assist in generating reports on ticket volume, technician performance, and common issues to aid in improving IT processes.

Key Qualifications :

Preferred Experience :

Why you’ll love working here

At COURSER, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

Benefit Highlights

COURSER is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.

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