Dispatcher/Service Coordinator
eTrepid is the fastest, most aggressive, highest performing IT Provider in Southern Maryland. We are lean, our engineers are brilliant, and our clients do amazing things. We have been in business forever but we have the energy and enthusiasm of a startup. In order to be successful here, it’s best if you like high adrenaline activities, demand the most from yourself in everything you do, and are ready to work as hard as you play. We want this to be the last place you ever work. You’ll grow with eTrepid; you might just be the next CEO! More importantly, we’ll give you every opportunity to learn the craft. We will train you and we will invest in you.
The Service Coordinator position (SC) will report directly to the Service Manager. The incumbent will be responsible for scheduling all technical staff including pre-sales, support, data/telephony, and installation/project teams. The SC will be directly responsible for confirming completion of all tasks assigned to engineers on a daily basis. The SC will have responsibility to identify all applicable remote monitoring events and customer e-mails and task them as appropriate. Additionally the SC will be responsible for overseeing and validating the process of checking on and reporting failures of all customer backups on a daily basis. In addition, the SC will be responsible for scheduling and following up on any backup failures or escalating those issues to service delivery staff or the Service Manager where appropriate. The SC will confirm that all updates are completed for all managed customers within 12 days of release. The incumbent must provide consistent outstanding customer service and follow up. All time must be documented within the time entry system daily. Ensure that all customer project lists, network maintenance logs, asset spreadsheets, network diagrams, and technical documentation are completed. Provide assistance to Sales and Administration departments as required. Seek timely assistance from senior resources when appropriate. Continually work with team(s) to improve processes, procedures, and work environment A willingness to assist and mentor your peers and colleagues is also required.
3 years’ experience in a customer service capacity
5 years’ experience using technology in a business environment
2 year college degree or equivalent coursework in business and accounting
Ability to pass an online math, typing, and spelling exam
Ability to work eight hours a day sitting, using a keyboard, and speaking on the phone, ability to bend, stoop & carry, travel reasonable distances by foot and in all weather conditions.
Insurable driving record, current driver license, proof of current auto insurance meeting the minimum limits.
If you have an interest and meet these requirements, we encourage you to apply online!
Must be a United States Citizen to Apply.
Successful applicants will be asked to show proof they can legally work in the U.S.
EOE Principles Only.