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Dispatcher Jobs
Company | Palmetto Technology Group (PTG) |
Address | Greenville, SC, United States |
Employment type | FULL_TIME |
Salary | |
Category | Internet Publishing |
Expires | 2023-06-14 |
Posted at | 1 year ago |
PTG operates under the philosophy of delivering phenomenal experiences. We are guided by our core principles of Engage with Heart, Think Forward and Do it Right, and it shines through in everything we do. We have an all-consuming desire to exceed expectations and build long-term partnerships with our customers, but phenomenal experiences are not only for our customers, but for our team as well. We strive to achieve this goal by adhering to our internal philosophy of Service, Leadership, and Growth.
- Create service tickets immediately as requests are received
- Actively communicate with customers regarding the status of open tickets
- Assess tickets, assign to the appropriate engineers and assist with escalations as required
- Monitor dashboards for tickets outside of acceptable ranges and collaborate with engineers to move these items forward to resolution
- Answer inbound calls
- Audit and correct data records in our ticketing system, ConnectWise
- Actively update and improve all processes related to Help Desk and Dispatch
- Manage and secure in-house customer hardware, coordinate repairs and schedule delivery with the services team
- Enter and ensure correct and complete information in service tickets to ensure proper invoicing
- Actively monitor Help Desk Board for new tickets
- Determine the level of urgency and priority of incoming customer tickets
- Manage work in progress including proactive management of all open service tickets needing parts ordered, waiting for parts, or have other special requirements
- Other tasks and duties as assigned
- Make outbound calls and emails to schedule service appointments
- Ability to express empathy when engaging with customers then use facts to make prioritization decisions from a global viewpoint
- Methodical and creative approach to problem-solving and the ability to skillfully and subtly navigate situations involving conflicting information, incomplete information, different perspectives and dissimilar personalities
- Excellent customer service and interpersonal skills
- Demonstrated organizational skills of both a physical work environment and digital resources
- Flexible team-player who is dependable and collaborative
- Strong understanding of process
- Lastly, and possibly most importantly, the ability to voice concerns or problems to make management aware of situations, present proactive solutions and accept the reality that change takes time but when we all work together change will happen.
- Self-motivated, thrives and adapts in a fast-paced environment
- Strong computer skills including Microsoft Office 365, SharePoint and ERP or ticketing software suites
- Strong written and verbal communication skills
- Ability to focus on immediate requirements while ensuring ongoing needs do not fall behind, including the ability to identify challenges and communicate before situations derail
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