Service Dispatcher

Please note: this is an on-site position based in Antiguo Cuscatlan, La Libertad, El Salvador. Only Salvadoran applicants will be accepted

GENERAL DESCRIPTION OF POSITION 
The Dispatch Customer Agent is responsible for attaining maximum utilization of internal and field resources through daily service request dispatch. This involves monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Act as the single point of contact to the customer for all types of service requests. 
• Coordination of all support groups to ensure maximum utilization of billable resources. 
• Pre-process service requests as they arrive through email, manual entry, or direct customer input. 
• Schedule internal and field resources on the ConnectWise dispatch portal. 
• Monitor resource schedules to ensure prompt time entry on service requests. 
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. 
• Improve customer service, perception, and satisfaction 
• Fast turnaround of customer requests. 
• Improve usage and increase productivity of support resources. 
• Escalate service requests that cannot be scheduled within agreed service levels. 

REQUIREMENTS  

• College Studies in International Relations   
• Basic computer and operating system knowledge. 
• Proficiency in English. (80%)  
• Proven and Outstanding Customer Service Experience/skills  

QUALIFICATIONS  

• Ability to multi-task, prioritize, and manage time effectively 
• Fast learning speed and a passion for sales 
• Typing skills to ensure quick and accurate entry of service request details. 
• Self-motivated with the ability to work in a fast-moving environment.