Duties and Responsibilities:
Business Operations Side:
*One of the biggest qualifications is that the person has at last 3 years working with ConnectWise.
*Remote ConnectWise MSP Dispatcher – Work From Home Position
*Experience working for an MSP and with ConnectWise are nonnegotiable. You must hit the ground running in this position.
* Dispatch client trouble tickets and/or work assignments to appropriate technician
* Act as the primary point of contact for client services and issue resolution
* Route incoming support phone calls to technicians and assist with creating tickets from calls
* Assist in managing and monitoring technician schedules to ensure prompt resolution of service tickets and project tasks
* Manage and monitor tickets, change statuses, and communicate updates to client
* Assist technicians with adding notes or description to tickets
* Review all resolved tickets for accuracy and appropriate action taken
* Review client survey results daily
* Review submitted activities and quote requests and follow-up with associated parties
* Manage small to medium IT projects and ensure associated tasks are completed in a timely manner
* Create or update IT documentation of clients
* Manage clients’ IT vendor communications or resolution of issues
* Ensure technicians timesheets are completed in a timely manner and assist president in reviewing technician time and descriptions
* Assist president with administrative tasks such as email or communication with clients and vendors
Client-Facing:
* Assist with generating regular reports to be sent to client and assist with preparing Technical Business Reviews
* Follow up with clients to review reports and answer questions
* Attend regular client status update calls, take notes, and maintain client rapport
* Call and email clients to ensure tickets are resolved to their satisfaction
* Schedule client meetings for Technical Business Reviews
* Ensure client information, contacts, and IT documentation are kept up to date
* Serve as first point of escalation for client complaints
* Send out thank you notes and gifts to clients as requested
Requirements and Skills:
Prior dispatching experience preferred
High School Diploma required / GED
Must be familiar with Connectwise software
Experience in project management and documentation
Experience in coordinating with multiple teams
Computer proficiency in CRM/online management tools (experience with Salesforce is preferred)
Ability to read and interpret company financials
Efficiency in resource (people and equipment) allocation
Ability to read architectural plans and technical specifications
Experience in working with contracted scopes and identifying potential change orders
Fluency in English and Spanish is preferred
Experience with ClickUp, Slack, Salesforce, and Gsuite are preferred
Willing to work US day-shift (approx. 8:00 a.m. to 5:00 p.m. EST)
Fluency in English and Spanish is preferred
————————————————————————————————————————————-
To prioritize your application, please answer this link to continue your application process : /36013261/f/12b16d-12058/I3AS4XZELGL9B6JEVG
Applicants that message/email directly will not be entertained.
Please be informed that we will only contact the shortlisted.
Thank you and looking forward to meeting you!
APPLY FOR THIS JOB:
Company: RYU
Name: Chad Gill
Email: