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Dispatcher

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Xantrion

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

45000.00 - 50000.00 USD / Year
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Job Description:

The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients.

Job Responsibility:

  • Answer high volume incoming calls and chat requests from our call center
  • Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM
  • Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests
  • Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level
  • Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate
  • Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching
  • Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue
  • Assist with low level tickets such as password reset requests and group membership changes
  • Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google
  • Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work
  • Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings
  • Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed
  • Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned

Requirements:

  • High school diploma or equivalent
  • Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience
  • Customer service experience in a call center, dispatch center, or telecommunications organization is a plus
  • Previous MSP dispatch and/or coordination experience is highly desired
  • Experience with ConnectWise or similar ticketing systems is highly desired
  • Ability to quickly and accurately determine incident scope and impact
  • Demonstrable competency in use of MS Office products: Outlook – high level for e-mail and organizational tracking tasks
  • Excel / Word – intermediate skill
  • Ability to multitask with an appropriate sense of urgency
  • Superior customer service and communication skills, both written and verbal
  • Efficient time management skills
  • Superior documentation and follow-up skills
  • Positive attitude
  • Excellent verbal and written communication skills
  • Ability to work under pressure, meet deadlines, and handle multiple tasks in a fast-paced environment
  • Experience working in a team-oriented, collaborative environment
  • Ability to compromise when merited, as well as exercise good judgment
  • Ability to work independently, proactively, and establish ownership of issues
  • Demonstrated interpersonal skills, able to foster strong relationships internally and externally
  • Desire to grow and evolve the position
  • Must have an existing cell phone (running current Android or iOS)
  • Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing
  • Must have a dedicated, secure, and private workspace
  • Must use Xantrion-provided PC and headset to execute job functions

Nice to have:

  • Customer service experience in a call center, dispatch center, or telecommunications organization is a plus
  • Previous MSP dispatch and/or coordination experience is highly desired
  • Experience with ConnectWise or similar ticketing systems is highly desired
What we offer:
  • 100% of medical, dental, and vision for you and your family
  • 401K with company match up to 4% of salary
  • Certification and training reimbursement
  • 17 days/year PTO (in addition to training allowance)
  • Bonuses for referring new clients or employees

Additional Information:

Job Posted:
January 18, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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