TECHNICAL SUPPORT DISPATCHER / COORDINATOR

About Us

We are a successful, award-winning local Software-as-a-Service (SaaS) company founded in 2014. We work with IT Managed Service Providers to integration Unified Communications into their service offering. For more information, visit www.bvoip.com

bvoip is looking for a full-time technical technical support dispatched / coordinator. This person will be responsible to route and escalate technical support calls, tickets, emails, and chats within our support team. 

To be successful in this role, you should be passionate about helping others, have strong communication skills, and be very organized. You will be responsible to make sure tickets are prioritized and handled in a timely manner. Communication between partners and internal technical staff is a critical function of this role. 

This position can be remote which means you need to have high speed internet and viable computer.

Responsibilities and Duties

• Primary responsibility is overall staff coordination, not direct technical support.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, etc
• Work collaboratively with clients, support staff, and management to avoid scheduling/prioritization issues.
• Maximize schedule efficiency and effectiveness of technical support staff.
• Review/prioritize outstanding support requests.
• Assign and update ticket priority levels per company standards and based upon client feedback.
• Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.
• Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
• While managing the schedule and/or rescheduling of any activities required to resolve tickets, also review the root cause behind any resolution delays, assignment rescheduling, etc. to ensure efficient work and timely issue resolution.
• Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
• Coordinate rescheduling as needed to accommodate urgent support requests.
• Improve customer service, perception, and satisfaction.
• Improve usage and increase productivity of support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of technical support resources and successful completion of service requests to the Service Desk Manager.

Qualifications and Skills

• A Bachelor's Degree is preferred (or relevant experience)
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to work in a team and communicate effectively.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Self-motivated with the need for little supervision.
• Exceptional customer service skills
• Excellent phone, verbal and written communication skills
• Must be authorized to work in the United States

What are we looking for?

• A people person, with a friendly and positive manner, who loves the thought of helping people
• The ability to quickly build rapport with almost anyone
• Great communication skills, both verbally and in writing
• Solid internet research skills
• A passion for learning new things quickly and a strong technical aptitude
• A tenacious self-starter with a drive to succeed

Required Skills

• 1+ years experience in customer service or customer facing role
• Experience working in a fast-paced, dynamic and entrepreneurial environment.
• Self-starter persona, dependable and the ability to respond quickly and accurately on multiple priorities.
• A fun, creative approach and you’re not afraid to be honest and straight forward.
• Awesome communication skills with a positive and upbeat personality.

Are there bonus points?

Yes! We'll give your application extra credit if you have one or more of these:

• Knowledge of Hubspot CRM and or/ ConnectWise Manage
• Previous history in Software Support in the IT Services or MSP industry 
• Any Managed Service Provider experience and or MSP channel products is a big plus

We invite all qualified candidates to apply. Please note, you must be eligible to work in the United States to be considered for this role. We thank everyone for their interest, however only successful applicants will be contacted.

No recruiters or phone calls please!

How do I apply?

Make Sure You Include These Two Things

• A note that tells us why you're a great fit for bvoip
• Your resume

Sent your details to careers@bvoip.com

Thanks. We look forward to hearing from you.