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Job Description:

The Service & Support Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing new and active client requests so that they can be dispatched to the appropriate resource.

 

Basic Functions:

  • Act as the single point of contact to the customer for all types of service requests.
  • Coordination of all support groups to ensure maximum utilization of billable resources.
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input.
  • Schedule internal and field resources on the ConnectWise dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests and proper follow up with our clients based on SLA.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Light troubleshooting to provide first call resolution for quick and simple issues
 

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of support resources.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
  • Responsible for entering time and expenses as they occur.
  • Continued education through certifications, vendor sponsored training, and reading.
 

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • 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.
  • Typing and written communication skills to ensure quick and accurate entry of service request details with proper spelling and grammar.
  • Self-motivated with the ability to work in a fast moving environment.
 

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS preferred but not required, preferably in computer science, business administration or a related field.
  • Four years of service dispatching, project management, IT or related discipline experience.
 

Benefits:

  • Competitive Compensation Package
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • 401k Plan
  • 8+ Paid Holidays
  • 1 Floating Paid Holiday for Birthday
  • 10+ Days Paid Time Off
  • SmartDollar Wealth-Building Financial Education Program
  • Company-sponsored and Paid Training Programs
  • Tuition Reimbursement for Qualified Education
  • Generous Maternity/Paternity Leave Options
  • No Fees Paycheck-Advance Available As Needed
  • Ability to Setup Tax-Deductible Donations to Charities via Payroll

 

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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Job Description:

An IT Systems Engineer is responsible for remote and on-site service and support needs for our managed services customers.  This relates to all technology, including: workstations, servers, cloud services of all types, printers, networks, and vendor specific hardware and software.  Working with the helpdesk team and the lead engineer team to handle ad hoc escalation requests, facilitate planned ongoing maintenance, and assist with improvements projects.

 

 Opportunity:
  • Work for a growing Managed IT Services company in the Bellevue, WA area.
  • Support the core network of midsized firms leveraging Microsoft Local and Cloud Server Applications.
  • Be part of a company that allows you exposure to a variety of different challenging projects on a daily basis.
  • Maintain control of your work life balance in a flexible environment that values and rewards success.
  • Receive an extremely competitive benefits structure for your hard work and dedication to the role
  • Opportunity for pay growth as your career develops.

 

Basic Functions:

  • IT Support relating to issues with the internal systems and network infrastructure.
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Implement and support backup and disaster recovery solutions.
  • Technical services and support at the network level, physical and virtual: WAN/LAN connectivity, routers, firewalls, and security.
  • Administration and support of cloud solutions for customers including Office 365, Azure, AWS, and other software as a service applications.
  • Support remote access solutions: VPN, Terminal Services.
  • Monitor help desk and remote monitoring and management system alerts and notifications; ensuring appropriate response and communication with has taken place.
  • Document maintenance for all computer systems and network infrastructure.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

 

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Escalate service or project issues that cannot be completed within agreed service levels.
  • Business awareness: knowledge of the customer and how IT relates to their business strategy and goals.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses as they occur.
  • Understand processes by completing assigned training materials.
  • Enter all work as service or project tickets.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
 

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • 5 years minimum previous Network Administrator / IT Systems Engineer (IT Field Engineer) experience and relevant education.
  • Efficiently managing Microsoft Windows OS server and endpoint, Microsoft Office Suite, MAC OS, and other business relevant software.
  • Must have interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • 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 IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Highly effective verbal and written communicator.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Valid Washington State Driver's License (or out of state equivalent, if you just moved here).
  • Willing to submit to a detailed background check.
 

Educational/Vocational/Previous Experience Recommendations:

  • Professional IT Certifications, such as: Microsoft general certifications, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP, Office 365, Microsoft Cloud, Amazon Web Services (AWS), or Azure.
  • AA/AS, preferably in computer science or a related field.
  • BS preferred but not required.
 

Benefits:

  • Competitive Compensation Package
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • 401k Plan
  • 8+ Paid Holidays
  • 1 Floating Paid Holiday for Birthday
  • 10+ Days Paid Time Off
  • SmartDollar Wealth-Building Financial Education Program
  • Company-sponsored and Paid Training Programs
  • Tuition Reimbursement for Qualified Education
  • Generous Maternity/Paternity Leave Options
  • No Fees Paycheck-Advance Available As Needed
  • Ability to Setup Tax-Deductible Donations to Charities via Payroll

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.  Other duties may be assigned as needed.

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Salary:

$60,000-90,000 a year

Job Description:

The purpose of the Inside Sales Representative position is to increase the existing customer base for the company. The primary focus of the Inside Sales Representative is to locate and qualify new prospects by generating interest in the company’s services and products and ensuring we have at least 4 qualified SAT appointments per month.

  • To PERSONALLY produce and schedule a minimum of 2 “10-minute consults” per week.
  • To maintain 100% accuracy of the company’s database.
  • To meticulously follow the company’s inside sales process, which includes tracking and reporting on key metrics, updating records appropriately, following scripts, etc.

 

Basic Functions:

  • To follow up on leads that have come in using the company’s lead follow-up process to qualify them, classify and route them to the right person, update their information in the CRM and ultimately schedule a consult where appropriate.
  • To call and confirm appointments to reduce no-shows.
  • To assist in rescheduling clients who request to reschedule or cancel or who no-show for their appointment (consult).
  • To prepare and send the company’s sales materials to prospects that have booked a new consult.
  • To update all records in the company’s CRM with accurate and complete information. This will include using the dialer to record calls, keeping good records of conversations in the record itself, updating the status of leads accurately, etc. NOTE: Tracking requirements may change based on the list used, offer made, changes to the follow-up process, etc.
  • To use the company’s database, LinkedIn and other resources to find prospects and set appointments for our sales team.
  • To assist in any manner possible the staffing of our events; this may include working the product table or the registration desk, customer service and assisting in the production of the event.
  • To be a careful understudy of the sales team and learn all products, price points and promotions so you can assist in closing sales. This will require a detailed knowledge of all products, including sponsorship projects, webinars, speaking engagements, etc.

 

Additional Duties and Responsibilities:

  • To assist with traditional Inside Sales rep duties, ensuring opportunities are moving forward, both for existing and prospective new clients.
  • Assisting with quoting, following on quotes, ensure a smooth and timely handoff of closed opportunities to services.
  • All other duties as assigned
 

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Extreme attention to detail and being highly organized. In this role, making sure all fields are updated correctly in the database is critical.
  • Excellent project and time management skills.
  • Ability to work to meet deadlines, (often) under pressure.
  • Excellent verbal and written communication skills.
  • Ability to use Microsoft Excel, CRM systems and Microsoft Office.
 

Educational/Vocational/Previous Experience Recommendations:

  • AA/AS, preferably in marketing or a related field.
  • BA/BS preferred but not required.
  • 2 years of sales or sales support experience selling similar offerings.
 

Benefits:

  • Competitive Compensation Package
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • 401k Plan
  • 8+ Paid Holidays
  • 1 Floating Paid Holiday for Birthday
  • 10+ Days Paid Time Off
  • SmartDollar Wealth-Building Financial Education Program
  • Company-sponsored and Paid Training Programs
  • Tuition Reimbursement for Qualified Education
  • Generous Maternity/Paternity Leave Options
  • No Fees Paycheck-Advance Available As Needed
  • Ability to Setup Tax-Deductible Donations to Charities via Payroll

 

Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.  Other duties may be assigned as needed.