Dispatcher, Customer Service​/HelpDesk

Great Communicator?

Love Helping People?

Skilled at Troubleshooting?

We’re one of the area’s top Managed Service Providers, and we’re looking for our next Dispatcher. We are seeking a motivated person with awesome people skills, strong communication abilities, and, most importantly, the desire to help others make a difference when clients need assistance to join our team.

You’ll work from our office, located in Downtown Toledo. As Dispatcher, you’ll be the first to communicate with our clients via email, phone, and other methods. You will be in charge of coming up with the plan to assist our clients and assigning the correct technicians to resolve the issues appropriately. You’ll enjoy working alongside and with our customers, peers, and vendors.

This position requires the candidate to quickly identify user problems, develop solutions, and always maintain a high level of customer satisfaction. You will be in one of the primary positions for our team, so you must be a self-starter and a great problem solver.

Your work as a Dispatcher will involve communicating with clients via email, phone, and other methods, evaluating and prioritizing IT Support issues, and ensuring service level compliance.

As a Dispatcher, you’ll work with the team to schedule and assign remote and onsite support for our clients, as well as onboarding new ones.

Dispatchers also participate in meetings and assist in maintaining company records and customer network documentation.

Your time will be roughly divided as follows:

• 20% triaging support requests to understand and get the right person into the equation
• 50% assigning and monitoring tickets through to completion
• 20% communicating with customers to understand issues and set expectations
• 10% internal coordination and training to further oneself

At CNWR, we’re built on strong values of clear communication, a ‘firefighter mentality,’ teamwork, and mutual respect.

We look for people who love solving problems, care about customers like people (not ticket numbers), and want to grow in a supportive team environment.