Customer Service Specialist - (Dispatching/Ticketing)

Customer Service Specialist - (Dispatching/Ticketing)

Shifts: 2:00PM - 11:00PM and 11:00AM - 8:00PM

JOB PURPOSE

The Customer Service Specialist (Dispatching/Ticketing) role is responsible for dispatching FST denied tickets, escalations and handling Tech no show. In addition, this position will update service tickets, call logs, follow-up with technicians and customers, file necessary documents, and help maintain client satisfaction.

ESSENTIAL FUNCTIONS

• Works with customers and service technicians as appropriate to resolve issues and to ensure successful customer implementations.
• Post tickets on the proper Platforms
• Coordinate and manage service calls.
• Work with W2 managers
• Attach all necessary paperwork to complete tickets and track core returns on parts.
• Work diligently to get all required parts returned either to PPT or to the appropriate Vendor.
• Maintain cultural sensitivity when dealing with customers and coworkers.
• Provide exceptional customer service to all callers.
• When needed, answer incoming calls and respond to customers' requests according to protocol.
• Continue the process until tickets are dispatched while performing additional, related responsibilities as assigned.

OTHER FUNCTIONS

• Maintain knowledge of PPT business objectives and be capable of achieving assigned objectives within the boundaries of allotted time and resources.
• Maintain an awareness of additional business opportunities and work closely with the business development staff to pursue identified opportunities.
• Work the escalated ticked until it is dispatched using W2 Managers, Partners and Platforms to get it dispatched ASAP.

KNOWLEDGE, SKILLS and ABILITIES REQUIREMENTS

• Excellent verbal and written communication skills
• Must have printer repair knowledge
• Must possess dynamic customer service skills
• Ability to work in fast paced work environment
• Well-developed interpersonal, organizational, and problem solving skills
• Attention to detail
• A positive attitude is a must
• Must possess technical support skills
• Ability to work and make decisions with minimal supervision
• Proficient in Microsoft Excel, Word, PowerPoint, and Outlook
• Must have server experience
• Ability to operate a computer and applicable software packages

WORKING CONDITIONS

Work is performed in an office environment. Position requires almost exclusive work using a telephone and computer.

MINIMUM QUALIFICATIONS

Any combination equivalent to:

• High School Diploma or GED
• At least 2 years of help desk experience
• At least 2 years of information technology customer service experience
• At least 1 - 2 years of dispatching/ticketing experience

SPECIAL REQUIREMENTS

• Must successfully pass a background check and drug screen.

To get started on the application process, please click APPLY.