DAY-TO-DAY RESPONSIBILITIES (40 hrs per week (Time: TBA)):
We are seeking a motivated and detail-oriented Technical Traffic Coordinator to join our Managed Service Provider team. The successful candidate will play a critical role in maintaining the efficient workflow of our operations by managing all incoming tickets, assigning them to appropriate technical staff, and load balancing when necessary. This role requires a firm grasp of ConnectWise Dispatch Portal and involves assisting in the closure of non-technical tickets.
Job Responsibilities:
- Manage all incoming service tickets, categorize them according to priority and complexity, and ensure each ticket is acknowledged promptly.
- Utilize ConnectWise Dispatch Portal for effective ticket management and dispatch.
- Assign tickets to appropriate technical resources based on their skill set, availability, and the nature of the issues described in the tickets.
- Perform load balancing of tickets to prevent overbooking of any tech resource and ensure optimal productivity.
- Assist in the closure of non-technical tickets, coordinating with other departments as needed.
- Maintain clear and effective communication with the technical team, ensuring they are updated with changes, escalations, or specific requirements of the service tickets.
- Conduct regular audits to ensure all tickets are being addressed timely and effectively, ensuring high customer satisfaction.
- Collaborate with management to identify and implement processes or policies to improve workflow and service delivery.
DESIRED QUALITIES:
- Prior experience in a similar role, ideally in a Managed Service Provider environment.
- Proficient with ConnectWise Dispatch Portal and other service ticket systems.
- Excellent problem-solving abilities and a keen eye for detail.
- Exceptional organizational skills, with the ability to prioritize and manage multiple tasks concurrently.
- Strong communication skills, both written and verbal, to effectively communicate with technical staff and other stakeholders.
- Ability to work effectively in a remote setting and manage work independently.
- A customer-oriented approach and commitment to ensuring efficient service delivery and high customer satisfaction.
- Basic technical knowledge to understand the nature of service tickets and assign them appropriately.
- Availability to work in different shifts, if required, to ensure 24/7 support.
PROFICIENT IN THE FOLLOWING PLATFORMS (at least 3 years of experience):
- ConnectWise Dispatch Portal
- Trello
- Slack
- Workfront
- Google Drive
- HubSpot
Communication is a critical aspect of our work. It is important that we communicate clearly, promptly, and effectively to ensure that all are aligned and committed to upholding these expectations to achieve success.
ABOUT THE CLIENT:
The client is a distinguished Senior Executive, Entrepreneur, Board Member, Consultant, and Mentor with a rich history of success spanning over 20 years. With deep expertise in technology, marketing, and advertising, he drives transformative change within organizations by empowering their leadership teams.
His involvement extends to an organization offering remote Chief of Staff services to top SMB executives nationwide. Furthermore, he actively participates in other organizations dedicated to providing interim and fractional executive services, while also serving as a mentor to small and emerging businesses.
JOB OFFER:
- $1K per month
REQUIREMENTS TO SEND:
- CV
- EFSET C1/C2
- Rating of proficiency for each platform (have them rate themselves from 1 – 10 with 10 being expert level)
- DISC and/or Myers Briggs https://test2.thepersonalitylab.org/mb
- Verifiable references (3 people with designation, email, and number)
NO TO FREELANCERS
WE DON’T CONTRACT “FREELANCERS”. We only hire people who want a long term, stable job and role with a growth-focused company. We don’t tolerate moonlighting, cheating on hours, or lack of respect for confidentiality and intellectual property. We are backed by a strong HR and legal team for this. You are honestly paid for the work you came here to do. If you want to be a freelancer and want a “gig” or a “for now” thing, we advise you use freelancer platforms like Upwork. That said, we pour a lot of love and growth into our team members, and we don’t want that to go to waste.
If qualified and interested, please fill out the form below:
