Service Coordinator - Dispatcher
Service Coordinator - Dispatcher
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Salary Not Disclosed
1 Vacancy
Job Description
Data Evolution is a growing premier managed service provider in New England. We are an established familyoriented company that has been in business for over 20 years. We value our employees and strive to provide a culture of work/life balance. We work closely with our clients in the Life Sciences industry to provide hightouch white glove service. We support each other in living our core values of Commitment Respect Professionalism Diligence and Team. We are an exciting driven IT company who invests in the longterm success of our employees and were looking for professionals like you to join our team!
PURPOSE:
The Service CoordinatorDispatcher is a critical member of our team responsible for ensuring the smooth and efficient flow of all service requests. This role acts as the central hub for all incoming service tickets prioritizing and dispatching them to the appropriate technical resources. The Service CoordinatorDispatcher plays a key role in client satisfaction by ensuring timely and accurate service delivery.
DUTIES & RESPONSIBILITIES:
Triage Services:
oReceive and accurately log all incoming service tickets from various sources (email phone manual entry).
oVerify the accuracy and completeness of all information within each ticket.
oAssign appropriate priority levels to each ticket based on severity and urgency.
oRoute tickets to the correct service board and associated service agreements.
Dispatch Services:
oDispatch tickets to the most suitable technical resource considering availability skillset and location.
oSchedule service appointments within client availability and service level agreements.
oAdjust schedules as needed to accommodate highpriority requests.
Monitoring and Review Services:
oConduct daily reviews of all open service tickets.
oIdentify and address aged or stalled tickets.
oMake necessary corrections to ticket information based on internal reporting tools (e.g. BrightGauge).
oOversee the ticket closure process to ensure proper resolution.
Team Coordination:
oCollaborate with team managers to schedule resources effectively and escalate issues as needed.
oCommunicate with clients directly to gather information clarify requests and coordinate support.
oFlag client responses for the attention of relevant resources or managers.
Phone Support Services:
oAnswer incoming phone calls from clients and create service tickets as required.
oMonitor emergency paging systems during business hours for immediate dispatch.
Administrative Tasks:
oPerform other tasks as assigned.
QUALIFICATIONS & SKILLS:
Proven experience as a Service Coordinator or in a Dispatch role.
Experience working with a Customer Relationship Management (CRM) system or ticketing system (ConnectWise preferred).
Prior experience dispatching services for a Managed Service Provider (MSP) or technical support team is a significant advantage.
Strong computer skills and proficiency in Microsoft Office Suite.
Excellent teamwork and communication skills (both verbal and written).
Strong interpersonal skills including active listening client care and effective telephony skills.
Ability to multitask effectively and adapt quickly to changing priorities.
Meticulous attention to detail and accuracy.
Selfmotivated with the ability to thrive in a fastpaced environment.
Strong prioritization skills with the ability to quickly assess and address urgent matters.
WORK ARRANGEMENTS:
This position is a hybrid role based in Woburn MA requiring employees to reside within a reasonable commuting distance.
Standard shift is 7:30 AM to 4:00 PM.
Flexibility to cover occasional later shifts (9:30 AM to 6:00 PM) or work beyond regular hours as needed.
COMMITMENT TO PROVIDING AN INCLUSIVE PLACE TO WORK:
Data Evolution LLC is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive work environment and do not discriminate on the basis of actual or perceived race color creed religion national origin ancestry citizenship status age sex or gender (including pregnancy childbirth and pregnancyrelated conditions) gender identity or expression (including transgender status) sexual orientation marital status military service and veteran status physical or mental disability handicap genetic information status as a victim of violence hair style or any other characteristic protected by applicable federal state or local laws and ordinances. We are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. If you require a reasonable accommodation for any part of the application or hiring process please notify
Note: This job description is intended to provide a general overview of the position and may not include all duties and responsibilities
How to Apply:
All process steps must be carefully followed so that A) your application can be reviewed by the hiring manager and B) YUPRO Placement can advocate for you and provide support. Step 1: Complete the application on the New Grad job board by submitting your resume and completing the details requested below.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Senior Care
- Customer Service
- Developmental Disabilities Experience
- Computer Skills
- Microsoft Outlook
- Case Management
- Computer Literacy
- Dispatching
- Home Care
- Administrative Experience
- Social Work
- Word Processing
