Administrative Support and IT Dispatcher

Job Description

Job DescriptionDescription:

We are looking for the right individual to support our administrative team!

Summary:

As TSI’s Administrative Support and IT Dispatcher you assist with the dispatch service board as the primary person for receiving calls from our clients. In this role, you are professional, responsive, and courteous and you possess a unique ability to communicate in a calm manner with clients to identify the support issue, accurately record the details, and create service tickets. In addition to the dispatch role, you support TSI's staff by coordinating and performing various administrative tasks.

The ideal candidate possesses strong customer service skills, general knowledge of the account management functions with opportunities to learn more in this key area. To be successful in the role, you are dependable and meet the daily challenges of working in an energetic, fast moving collaborative, demanding & results-oriented work environment. You are a hands-on, people-oriented person, responsible for and comfortable with the business office landscape - working with clients, other employees, management, vendors, and listening to diverse business challenges. This position relies heavily on your comfort level and proven abilities with managing multiple tasks simultaneously while also using multiple modes of communications such as IM/Teams, TSI’s ticketing system (ConnectWise), and phone.

To be qualified for this position, your professional experience includes working in a B2B establishment preferably in an IT/technology setting, where you regularly interact with clients and stakeholders.

This position is designated as in person, onsite. Candidates must be willing to work from TSI's main office.

Essential Functions/Primary responsibilities:

• Responds to and the first point of contact for TSI's inbound calls from clients.
• Work directly with internal support and field services to dispatch the appropriate resources.
• Ability to communicate with TSI's clients to help with issues related to technology/IT.
• Manage dispatch board, tracking resources; and balancing and prioritizing clients' needs using good sound judgment and input from TSI management.
• General reception and administrative support for operations and accounting such as shipping, maintaining records, updating purchase order log and filing.
• Purchase supplies and services for the internal main office.
• Purchase products for clients based on acknowledged quotes.
• Develop and maintain client and supplier relationships, update our PSA system with order and tracking details, follow up calls to clients to ensure service delivery satisfaction and manage product returns
• Maintain communication with field engineers and account management
• Review Account Management board – make sure AM is resourced on tickets.
• Assist Account Management team as needed.

COMMUNICATIONS:

• Work collaboratively with all staff. Participates and contributes in meetings with sales and marketing, engineering, and project management to coordinate processes.
• Communicates in a clear, constructive manner to guarantee internal and external client expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to account managers.

PROBLEM RESOLUTION:

• Routinely reports on progress and issues, escalates appropriately to management.

ACCOUNTABILITY/PROCESS/QUALITY:

• Enters all activities, service tickets, or other tickets into ConnectWise; reviews all work for accuracy, and integrity.
• Documents all work, internal processes and procedures related to duties and responsibilities.
• Takes ownership and responsibility for professional development and strives for continuous improvement.

Dependability:

• Demonstrates quality standards observable through consistency and reliability.
• Contributes fully and equally within context of role to achieving team and organizational goals.

OTHER RESPONSIBILITIES:

• Assists and/or coordinates with special projects as needed.
• Other duties as required.

EDUCATION AND OTHER EXPERIENCE:

• Bachelor’s Degree preferred - in general Business, or Communications; lesser degrees accompanied by equivalent relevant experience.
• 3-5 years experience as office coordinator and inventory management role.
• 2+ years in fast paced office environment.
• Preference given to candidates with experience working in technology/IT sector.
• 2-3+ years Dispatcher/Call Center/Customer Experience with multi-channel phone support.
• B2B work setting in managed services environment, technology and IT.

OTHER SKILLS, KNOWLEDGE DESIRED:

• High energy and self-motivated.
• Strong organizational, and customer service skills.
• Independent, resourcefulness in using tools to apply research and solve problems.
• Ability to multi-task and adapt to changes quickly in a fast-moving environment.
• Prior experience working with CRM systems preferably in a managed services environment.
• Knowledge of technology/IT required.
• Strong process management skills - workflow optimization, efficiencies, onboarding tasks.
• Strong PC skills, including expertise in Microsoft Word and Excel.
• Self-confident, with exceptional interpersonal skills and maturity to represent the company both internally and externally.

Job Types: Full-time, Temporary

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Foxborough, MA 02035 (Required)

Work Location: Hybrid remote in Foxborough, MA 02035

Candidates within a commuting range of 20 miles are considered. This position is not designated as remote.

Requirements: