Assistant Dispatch/Office Coordinator

Overview
We are seeking a detail-oriented person with great communication skills to handle the role of Assistant Dispatch and Office Coordinator. The ideal candidate will play a role in ensuring the smooth operation of our office and help process client service requests.

Experience with law firms, managed service providers, dispatch, or administrative positions preferred but not required.

General Summary:

The Assistant Dispatch/Office Coordinator is responsible for attaining maximum utilization of the service team’s time through daily dispatch of service requests with a special focus on answering phones. This can be a remote or hybrid position in our Austin office. If hybrid, you will be in the office 3 days a week with 2 days of remote work.

Perform service request intake from clients via phone; assign, schedule, and dispatch service team resources for remote or onsite service according to urgency, and contractual service level agreement (SLA). A strong sense of customer service is a must; you are an essential part of service delivery. This job will evolve and change with the business, and some responsibilities will be subject to change.

Position Responsibilities:

· Coordination of all IT support groups to ensure maximum utilization of team members’ time: Accomplished by following the defined triage and dispatch process.

· Pre-process service requests as they arrive through phone, email, manual entry, or direct client input: Evaluate urgency, team availability, communicate any “Hair on Fire” situations.

· Schedule internal and field technical resources on the Halo dispatch portal in a way that achieves maximum utilization and efficiency of the team.

· Fast turnaround of client requests to adhere to defined SLAs and increase customer satisfaction.

· Ability to work in a team and communicate effectively, especially when communicating with CGP team members about their schedule and workload.

· Identify and manage tickets that fall out of service level agreements in a way that ensures team, management, and client awareness.

· Understand processes in Halo by completing assigned training materials and blueprints on Halo University: Accomplish by completing dispatcher, help desk technician, and service manager degrees in Halo university.

· Employee involvement to develop role, create processes, and suggest improvements as needed.

· Additional administrative tasks as assigned, including but not limited to:

o Lunch orders

o Travel booking

o Client Equipment orders

o Event Planning

· Other tasks as assigned.

For hybrid position:

· Assist with in office tasks as needed including but not limited to coordinating couriers, unboxing/setting up laptops and computers, and office organization.

Job offer is contingent upon passing a background check.

This position offers great opportunity for growth. If you are interested in starting a career in the tech industry, apply now!

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Austin, TX 78759