Client Support Dispatcher

Job Summary

This position is a non-technical role responsible for coordinating and managing client service requests. The person in this position will pre-process client service requests as they arrive through email, phone, manual entry, or direct customer input.

Essential Duties and Responsibilities

1 – Dispatch Service Requests

· Enter service tickets into Professional Services Automation (PSA) system

· Monitor service boards to evaluate the progress of tickets

· Coordinate with clients and other team members to ensure timely service delivery

· Perform ticket QC – Receive and validate tech time entries and review tickets for any errors prior to ticket closure for accurate client billing

· Provide administrative support to the client support team as needed

2 – Goes above and beyond in client service

· Fast response time, professional demeanor, follows through on tasks, excellent communication, ensures client satisfaction

3 – Upholds the core values of PCS

· We focus on the client experience

· We are team Players – We collaborate and cooperate to get things done

· We are each accountable for individual and team results

· We continually improve ourselves and PCS

· We communicate promptly, directly and respectfully

Required Knowledge/Skills

· Basic Computer and Operating System Knowledge: Understanding of common IT concepts and software.

· Customer Service Skills: Ability to handle inquiries professionally and provide excellent customer service.

· Organizational Skills: Ability to manage multiple tasks and prioritize effectively.

· Strong Communication Skills: Ability to clearly and concisely communicate with both technical and non-technical staff.

Experience and Education Requirements

· Must have a minimum of 2 years of experience in a customer service role

· Experience working in a technical environment is preferred

· Experience working with a ticketing system is preferred

Work Environment

· Prolonged periods of sitting and working on a computer

· Requires periods of time communicating on the telephone

PCS has been serving Knoxville and surrounding areas since 1996, providing an array of IT products and services such as networking, interactive technologies, security, and flat rate IT to businesses and schools across the state. At PCS we value our employees and we are always looking for talented new people to join our team!

Benefits

• Paid time off
• Paid Holidays
• 401K
• Health, vision and dental insurance

PCS, Inc. is a TN Drug Free Workplace

PCS is a 2020, 2021, 2022, 2023, & 2024 "Top Workplace" award recipient

PCS, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• What is your desired rate of pay?

Ability to Commute:

• Louisville, TN 37777 (Required)

Ability to Relocate:

• Louisville, TN 37777: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $22