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Collabrance - Technical Support Dispatcher (Cedar Rapids, IA Hybrid)
  

Position Summary

 

Technical Support Dispatchers utilize several skills to provide all-star support to our clients and internal teams. This includes but is not limited to creating and triaging incoming service requests, scheduling resources, and providing proactive communications with foresight, confidence, empathy, and charm. Individuals should possess the ability to think fast on their feet, a willingness to help others and the ability to take internal coaching and client frustrations in stride. It is an absolute must that the dispatcher demonstrate superior communication and organization skills to respond to diverse and sometimes urgent needs.

 

Essential Functions

  • Follow Collabrance’s ticket creation guidelines and triaging service tickets
  • Promptly address incoming service tickets
  • Alongside the Technical Support Dispatcher, own Collabrance’s Response Time Objectives (RTO) ensuring technicians receive tickets in a timely fashion and following up on tickets that may have breached Service Level Agreements (SLA)
  • Schedule internal resources as needed to facilitate client requests
  • Inbound and outbound service calls
  •  Oversee proper communication based on Collabrance’s Problem and Incident Management guidelines
  • Compile reports and gather information on the distribution of work
  • Contact our customer to ensure proper understanding of request is captured and documented in the service ticket
  • Looks for opportunities to improve dispatch and ticket handling processes
  • Potentially serve as back-up resource to Client Success Specialist
  • Perform miscellaneous duties as needed

Position Qualifications

           

Competencies:

 

For all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

 

For this position: Communication Skills (Oral & Written), Interpersonal, Customer Oriented, Organized, Reliability

 

Education: 2 years of formal education.  Business, Operations, Finance, or Technology preferred.  Strong understanding of basic technical terminology and concepts.

 

Experience: 1-2 years’ experience in an office setting.  Able to utilize computer and navigate software comfortably.

 

Skills and Abilities

 

Computer Skills: Hardware and software concepts.  Able to create reports and identify trends with that information. 

 

Other Requirements: Skilled in the use of a computer as a productivity tool and possess working knowledge of various technologies.  Able to follow instructions, work with little supervision, and multi-task.  Ability to effectively work in a team environment. Ability to enter and access information accurately on a computer.

At GreatAmerica, we’re looking to grow our business through our people. Are you looking to grow your career? If so, submit your application at www.greatamerica.com/careers. Be sure to fully complete the form, including your resume, and complete the Predictive Index assessment.