Dispatcher

Stasmayer is seeking a personable and detail-oriented Dispatcher to join a high-performing support team. This role is the coordination hub between clients, and the service desk, ensuring that every request is scheduled, communicated, and tracked efficiently from start to finish.

Overview

The Dispatcher is responsible for scheduling and coordinating technician visits and support tickets, serving as a key communication link between clients and the technical team. This role requires excellent communication and customer service skills paired with enough technical familiarity to accurately understand, triage, and route issues. The Dispatcher helps keep service delivery on track by managing schedules, prioritizing work based on SLAs, and keeping clients informed every step of the way.

Principal Responsibilities

• Schedule and dispatch technicians for service calls, projects, and support tickets based on priority, SLA targets, and technician availability and skill set
• Serve as the primary point of contact between clients, technicians, and support teams throughout the service lifecycle
• Monitor ticket queues in the PSA (Professional Services Automation) system and assign, reassign, or escalate tickets to meet SLA commitments
• Proactively communicate with clients regarding appointment status, delays, and next steps
• Perform initial intake and basic triage of incoming requests, gathering relevant details and, where possible, identifying quick resolutions before dispatching
• Track technician locations, schedules, and availability in real time, adjusting assignments as priorities shift
• Coordinate with Level 1 and Level 2 technicians to confirm scheduling, resource needs, and job requirements
• Maintain accurate and timely records of dispatch activity, appointments, and time entries in the PSA and RMM systems
• Identify scheduling conflicts and resource bottlenecks and proactively communicate or resolve them
• Support after-hours, on-call, or emergency dispatch coordination as needed
• Identify opportunities to improve dispatch processes and reduce client wait times through better scheduling and communication practices

Principal Requirements

• Prior experience in dispatch, scheduling, call center, or customer service roles
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical clients
• Strong customer service orientation with a professional, friendly, and calm demeanor
• Some technical experience required — power user or basic IT support level, such as familiarity with Windows, Microsoft 365, common business applications, printers, or basic networking terminology
• Ability to accurately capture and relay technical details between clients and technicians
• Proven ability to manage and prioritize multiple requests and channels (phone, chat, email, ticketing system) simultaneously
• Experience with ticketing, PSA, or CRM systems is a plus
• Strong organizational skills and attention to detail
• Ability to remain composed and prioritize effectively under pressure, especially during high ticket volume or service disruptions

Essential Interpersonal & Professional Skills

• Strong interpersonal skills with the ability to build trust and rapport with clients and colleagues
• Positive, team-oriented attitude with a commitment to professionalism
• Customer-first mindset and a desire to continuously improve the client experience
• Ability to proactively communicate status updates and clearly set expectations with clients
• Strong problem-solving skills, with the ability to analyze situations and coordinate the right resources
• Exceptional organizational skills and attention to detail
• Ability to multitask effectively and work efficiently in a fast-paced environment
• Composed, level-headed, and professional under pressure or during high-impact incidents
• Commitment to quality, accountability, and continuous improvement

Certifications

• No certifications are required for this role
• A successful candidate may have, but is not required to have, a CompTIA A certification or equivalent basic IT knowledge
• A successful candidate may have, but is not required to have, customer service or call center industry certifications

Essential Physical & Work Requirements

• Ability to sit and work at a computer/phone workstation for extended periods, up to a full workday as needed
• Ability to operate computers, phone systems, and other equipment required to perform job duties
• Ability to process information efficiently and accurately using computer systems and scheduling tools
• Ability to read, write, and communicate effectively in English to accurately complete documentation and interact with clients and team members
• Ability to communicate courteously and professionally with customers, employees, and vendors
• Ability to work flexible hours or varied schedules when required to support operations

Growth & Career Path

This role offers opportunities for growth into technical support, account management, or team lead positions. Team members with strong technical aptitude are encouraged to pursue industry certifications, and every team member has a personal learning pathway to build additional skills. A person in this role will be trained to become a tech over the 1 year of employment.

Stasmayer is a culture of caring. A company with a purpose and a drive to serve their customers and team members. Every team member is resourced to perform their role well.

Job Type: Full-time

Pay: $40,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Ability to Commute:

• North Charleston, SC 29418 (Required)

Work Location: In person

Salary : $40,000 - $52,000