Services Dispatcher

The Dispatcher will be responsible for scheduling internal and external Technical Support teams in response to service requests.

Under the supervision of the Services Coordination Team Lead the Dispatcher schedules internal and external Technical Support teams in response to service requests from customers and partners for ATM, Managed Print Services (MPS), Infrastructure and Point-of-Sale (POS) technical support services.

The position is the main point of contact for all types of service requests, is required to manage service calls from creation to closure and provide high quality customer service in keeping with our Customer Experience standards.

KEY RESPONSIBILITIES

• Processes service requests as they arrive through email, calls or escalate from Customer Experience Unit.  
  
• Assesses requests, prepares work order and assigns to relevant Technical support team. Escalate to the Team Lead requests that cannot be scheduled within agreed service levels agreements.
  
• Communicates with customers to make appointments and keep them informed of service request progress.
  
• Prepares materials requisitions to support work order on behalf of subcontractors and coordinates with logistics for distribution.
  
• Monitors and ensures that work orders are acted on; liaises with individual technician/engineer/contractor or team lead to query delays of open orders.
  
• Monitors system to identify created cases for POS service; contacts Merchant to schedule appointment and sends to Merchant Support Officer and Merchant Support Manager for action.
  
• Checks and close completed cases; refers unexplained open cases to Team Lead for attention.
  
• Assists in the resolution of customer complaints and other issues.
  
• Generates service and other reports as required.
  

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Information Technology, Customer Service or a related field
• At least one (1) year experience working is a supporting role in a Customer Service or Sales environment

KEY SKILLS AND COMPETENCIES​

• Customer focus orientation: Takes pride in delivering a high quality service.  Is able to quickly assess and understand the client’s point of view; and provides relevant solutions. Always seek to understand "how is this adding value for the customer?"
  

• Technical expertise: Ability to match resources to technical issues appropriately; knowledgeable of the Company’s  key services for which technical support is being provided; good basic computer and operating system skills
• Good interpersonal skills: Comfortable interacting with staff and business associates at all levels.  Has a high degree of integrity including ability to successfully deal with sensitive or confidential information
• Good team player demonstrated  ability to work effectively in teams, carrying  own share of the work and supporting team members to achieve team  success; accepts collective ownership of team results. 
• Good planning, organizing and time management skills Demonstrated ability to handle a high volume of tasks, prioritizing as necessary while meeting deadlines and providing a high level of customer service.
• Communication: Excellent listening skill.  Proficient in speaking and writing English and conversational Spanish.
• Good problem solving skills  is able to solve problems in straightforward situations where analysis of situations or data require a review of a variety of factors; gathers information and requirements paying attention to detail  in order to solve problems; exercises judgement within defined methods and practices to determine appropriate action.