Kotman Technology is a growing IT Managed Services Provider in Fresno, California. We are looking to hire a dispatch administrator who loves working with and helping people. You must possess excellent communication skills, be able to multitask with ease, take initiative and work well within a team. If you like a fast-paced, Tetris-meets-Jenga type puzzle, Kotman Technology just might be the team for you!

Department: Service Team

Reports to: Service Manager

General Summary:

This position requires a very careful adherence to well-defined work where repeatable results are needed. The work is highly precise in nature and requires a very strong attention to detail. It is vital for the work output to be very high quality, with correct results, time and time again. Checking and double-checking is often necessary; individuals performing the job must be patient and conscientious. Both the content and the presentation are important; all work must be highly polished. There is little ambiguity in this job. It is very clear what needs to be done, and what the expected results are. This clarity will come either from the company's management, or from established professional disciplines and processes. The established procedures and processes must be followed very closely; there is little room or necessity to modify them. Much of the work can be accomplished by working at a steady, even pace. There is much consistency and familiarity from one day to the next. It is generally feasible to plan large blocks of work ahead of time. When work duties do change, there is ample foresight and time to prepare. The work is best accomplished working as an individual, without a great dependence on other people or "politics" for results. The work is helpful in nature; providing support and/or service to others in an environment free from competition. Interacting with customers requires a professional, formal manner where the focus is on completing the task pleasantly and correctly.

Position Responsibilities:

• Act as the single point of contact to the client for all types of service requests
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests appropriately
• Understand processes in service management software by completing assigned training materials and blueprints on the ConnectWise University
• Effectively enter all work as service tickets into service management software
• Be able squat, crawl, climb and lift up to 50 lbs
• Excellent verbal and written communication skills (everyone says this, we mean it)
• Excellent problem-solving skills (and enjoy doing it too!)
• Sense of humor (really, you need it in this line of work)
• Attention to detail (our clients are picky, and so are we!)

Knowledge, Skills, and Experience:

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephone skills, communication skills, active listening and client-care (3 number years of experience working in customer service preferred)
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services (3 number years of experience working in IT preferred)
• Typing skills to ensure quick and accurate entry of service request details (60 WPM preferred)
• Self-motivated with the ability to work in a fast moving environment