Service Coordinator/DispatcherWho are we? Univision Computers provides Managed Information Technology services to clients. We work for an awesome group of customers that rely on us to be their IT Department. Univision was founded in 1989 and is headquartered in a beautiful, new 2-story office building located in Missoula and has remote branches across the amazing states of Montana and Washington.Teamwork is not just a buzzword at Univision, it is a core value. We have a very collaborative work environment where we all have each other's backs. We also believe in accountability and trust. Taking care of the work assigned to you and doing what you say earns you a lot of flexibility. We have a very relaxed but fast-paced work environment. We have regular company sponsored events and many employees do activities outside of work together. We pride ourselves in placing the right people for the right seat, and hope you are that individual we're seeking for this position. What is it like as an Service Coordinator/Dispatcher at Univision? The Service Coordinator/Dispatcher will serve as a vital communication hub, responsible for the efficient and effective routing of service calls and initial management of service tickets within the service department. This role is crucial for maintaining the smooth operation of IT services and ensuring that all internal and external stakeholders receive prompt and reliable technical support. They will also be expected to maintain a high level of professionalism and efficiency to uphold the company's standard of service.NOTE: We are currently looking for applicants who can work in a hybrid environment in the Missoula, MT area. Duties/Responsibilities:
- Answer incoming service calls and emails with a professional demeanor.
- Create, evaluate, and categorize service tickets based on urgency and complexity.
- Dispatch service tickets to appropriate IT personnel or teams.
- Monitor incoming ticket flow to ensure timely resolution and customer satisfaction.
- Coordinate with IT staff to optimize scheduling and resource allocation.
- may support with low level support tickets.
- Assist with all other related duties as needed.
Qualification/Requirements:
- Previous experience working with a ticketing PSA system is preferred.
- Previous experience with scheduling duties is preferred.
- Excellent verbal and written communication abilities.
- Ability to work under pressure and adapt to changing priorities.
- Experience with help desk software and ticketing systems is preferred.
- A commitment to providing outstanding customer service.
- Proficient with Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
Some of the excellent benefits you will receive:
- Competitive Base Salary (DOE)
- Medical, Dental, Vision Insurance (100% employee premiums are employer paid!)
- Retirement Plan with a Company Match after one year of employment
- Flexible Work Hours
- Remote-work friendly environment
- Dog friendly office environment
Note: All employees are subject to a Criminal Background Check. Univision also employs a pre-employment screening process that you will be required to complete if offered a position.We are interested in every qualified candidate who is eligible to work in the United States, however, we are unable to accommodate scholastic or employment visas currently.