Job Description

It Dispatcher

COURSER is a partnership platform that helps technology service companies identify and take the next step in growth. Our organization has a strong company culture built on our values of Teamwork, Service, Growth-Minded, Trust, and Innovative. Our team dedicates their time working together to provide phenomenal experience for our customers. Be ready to join a fast-paced, ever-evolving IT company that is bringing on new customers and team members to continue strong growth into the future.

Key Responsibilities:

• Serve as the first point of contact for all incoming IT support requests through phone, email, and ticketing systems.
• Assess the priority and urgency of incoming tickets, categorize them accordingly, and assign them to appropriate IT technicians based on skill level and availability.
• Track and monitor the progress of tickets, ensuring they are resolved within designated service level agreements (SLAs).
• Provide updates to clients and end-users on the status of their requests.
• Communicate effectively with team members, providing necessary details for efficient task completion.
• Maintain accurate records of all support requests, including resolution times and any follow-up actions.
• Escalate complex or critical issues to senior IT staff as needed.
• Assist in generating reports on ticket volume, technician performance, and common issues to aid in improving IT processes.

Key Qualifications:

• High School diploma or equivalent; Associate degree or certification in IT or a related field preferred.
• Previous experience in a helpdesk, IT support, or dispatcher role is a plus.
• Basic understanding of IT terminology and familiarity with computer systems, networks, and software.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, JIRA) is highly preferred.
• Strong organizational skills, with the ability to prioritize and multitask.
• Excellent communication skills, both written and verbal, with a customer service-oriented approach.
• Ability to work under pressure and remain calm in fast-paced environments.

Preferred Experience:

• Familiarity with common IT frameworks such as ITIL.
• Experience in scheduling or coordinating workflows in an IT or technical environment.
• Knowledge of remote troubleshooting tools and techniques.

What We Do For You:

At COURSER we prioritize our employees' personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.

Benefit Highlights:

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Unlimited Approved PTO after one year (2 weeks your first year)
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.

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