Dispatcher, IT​/Tech

Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas - Managed IT Services, Cybersecurity and Cloud and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally.

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At ADNET, a New Charter Company, we are seeking an Dispatcher in a remote position (in other companies this person could hold the title of Service Coordinator, IT Service Coordinator, Service Desk Coordinator, Client Services Coordinator) to coordinate technical support operations and deliver an exceptional client experience across our Technical Assistance Center (TAC). This is a 100% remote position.

We understand that great candidates may not meet every requirement listed.

Job Location:

Remote (East Coast Preferred) Salary: 55k

• Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives.
• Prioritize incoming support tickets based on urgency, business impact, client needs, and established service procedures.
• Assign support tickets to the appropriate technical resources and reassign tickets as necessary to meet SLA targets and maintain client satisfaction.
• Schedule technical team members for support tickets, projects, and other service activities.
• Monitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support.
• Provide clients with timely updates regarding support ticket status, scheduling, next steps, and expected resolution.
• Communicate scheduling changes to clients and coordinate with ADNET team members to make necessary resource adjustments.
• Answer incoming support calls and accurately create and document support tickets.
• Serve as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed.
• Practice closed-loop communication by following up with clients throughout the support process and confirming service expectations have been met.
• Assist with maintaining the managed client support portal and related service information.
• Perform administrative responsibilities that support strong client and vendor relationships.
• Identify appropriate client opportunities and communicate them to ADNET's sales and management teams.
• Maintain accurate daily activity, ticket, scheduling, and service information in Connect Wise.
• Monitor email and voicemail throughout the workday and respond to messages within established service expectations.
• Identify, document, and report client issues or concerns to the appropriate team members.
• Document the processes and procedures associated with the Service Coordinator role and keep documentation current.
• Help create and improve team goals, policies, workflows, and standard operating procedures to increase efficiency and improve the client experience.
• Stay current on industry trends and technologies that may affect service operations or client expectations.
• Participate in technical staff meetings, document meeting notes, and be prepared to discuss client issues and service delivery concerns.
• Collaborate with team members and proactively provide information and assistance that contributes to the success of the TAC and ADNET.
• Work with your supervisor to pursue relevant education, training, and professional…