Job Details

On Line Support, Inc., an award-winning technology consulting and computer support company, is looking for a Technical Services Dispatcher. We are a small firm of 20 employees, celebrating 24 years of serving the needs of small to medium businesses in the Portland/Vancouver metro area. Our customers rely on us to provide responsive, knowledgeable, professional, customized service, with a positive attitude, and we take pride in doing just that. Our team is a close-knit group that relies on each other for idea-sharing and problem-solving to come up with the best possible solution for our customers. We are a family owned and operated business that believes in creating an environment of support for you, your family, and your personal and professional goals.

What's it like to work here?

Here at OLS, we like to work hard, have fun and are excited to come to work each day. Our super smart team of techs share knowledge and bounce ideas off each other to solve even the most challenging technical issues. We really appreciate a good sense of humor, aren't afraid to ask questions, and value and respect the diverse life and experiences of our team. We love dogs and welcome your well-behaved friendly dog in the office. The coffee bar, soda fridge and snack station are always stocked. Now that the pandemic has slowed down, we're looking forward to the return of get-togethers like barbecues, holiday parties, wine tasting and other fun events. Caring for each other and for our community is a core value of ours. You'll regularly see us providing technology support at local charity fundraisers or helping our co-workers when they need an extra hand. We believe in continuous learning, and we'll be there to encourage and support you in growing both personally and professionally.

As a Technical Services Dispatcher, you'll use your understanding of technology to schedule our technical staff as they provide remote and onsite service and support to our customers. This includes all technology including Microsoft cloud services, servers, workstations, printers, networks, VOIP phone systems, and hardware and software needs. You will combine your customer service and technical experience, skills, and creativity to create collaborative solutions and solve problems. We will provide you with the tools and support you need to do the job and be the customer's hero. You will respond to both Managed Services and hourly service customers, work on scheduling special projects and installs, and assist us in refining and improving our internal processes, so the work is varied – no two days are the same.

You are the first point of contact when our customers are having technical difficulties. Your customer service skills and understanding of technology will be put to good use as you work to schedule a technician to resolve the customer's problem. Being able to understand the scope of the issue will help you get a technician with the skill set needed to solve the problem. Being able to communicate with the customer to understand the impact of the issue will help you understand how quickly the issue needs to be resolved. This is a great place to start your career in technology and grow into other positions with increased responsibility.

Knowledge, Skills, and Abilities:

1. Act as a point of contact to the customer for all types of service requests by answering incoming calls, e-mails, and automated tickets that need to be triaged and scheduled.
2. Create service tickets for all requests and maintain the service boards.
3. Dispatch service requests to technicians according to technical skills of each technician.
4. Manage and escalate service requests that cannot be scheduled within agreed service levels.
5. Forecast workload for 2-3 days out.
6. Assist Team Leads and Project Managers with issues as needed.
7. Update customer configurations and maintain customer history in ConnectWise (IT service software platform) as information is received.
8. Assess and assist in revising internal processes to improve workflow as business and customer needs evolve.
9. Technical awareness: A basic technical knowledge, the desire and ability to increase that knowledge and the ability to match appropriate resources to technical issues.
10. Understanding of basic computer support tools, techniques, and how technology is used to provide IT services.
11. Precise keyboarding skills to ensure quick and accurate entry of service request details.
12. Interpersonal skills such as telephone skills, communication skills, active listening, and compassion for the customer's situation.
13. Strong and demonstrable verbal and written communication skills.
14. Superior attention to detail with the ability to multi-task and adapt to changes quickly and calmly.
15. Ability to follow directions and policies precisely.

Experience required:

3+ years previous experience working in a Managed Service Provider, customer service related roles or similar experiences.

Benefits and Compensation:

1. Competitive compensation with bonus opportunities.
2. 100% paid health, dental and vision for full-time employees.
3. 401(k) with employer match of up to 5% of your contributions.
4. Paid vacation, sick time, and holiday pay.
5. Certification/Continuing education benefits.
6. Free parking and electric vehicle charging stations.

Employment requirements:

Because we provide 100% health insurance to our employees, we are a non-smoking company. You must be able to pass a criminal background check. Good driving history. While in this position you will not normally be driving, it may be required from time to time.

Our Commitment to Diversity and Inclusion:

We are proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees' differences because we know that diversity makes us stronger.