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IT Dispatcher and Customer Service Representative
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PCS IT and Voice
Bedford, NH (In Person)
$50,000 Salary, Full-Time
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Job Description
Overview Join our growing team, where your organizational skills, customer service mindset, and ability to manage multiple priorities will help drive exceptional service delivery. In this key role, you will coordinate technician schedules, manage service requests, and serve as a primary point of contact for both clients and technical staff. Your proactive approach will help ensure efficient service operations, timely communication, and an outstanding client experience. Duties Coordinate and dispatch technicians for services/projects Communicate effectively with staff, clients, vendors, and others , ensuring clear updates and delivery times as needed. Utilize PSA platforms, scheduling tools, remote monitoring systems, and client communication platforms to coordinate technician assignments, manage service requests, monitor ticket progress, and resolve scheduling or service delivery issues in real-time. Manage service requests and administrative workflows, including ticket creation, data entry, documentation updates, and maintaining accurate client records within PSA and service management platforms Maintain accurate records of dispatch activities, shipment details, and customer interactions through data entry tasks while adhering to phone etiquette and professional communication standards. Coordinate technician schedules, monitor resource availability, and support efficient assignment of service requests and onsite visits. Experience Prior experience in a service coordination, dispatching, administrative, or client support role is highly preferred. Experience within a Managed Service Provider (MSP), IT services organization, or other service-based environment is a plus. Strong organizational and problem-solving skills with the ability to prioritize competing requests, identify scheduling conflicts, and support efficient service delivery. Experience working with Professional Services Automation (PSA) platforms such as HaloPSA, ConnectWise, Autotask, or similar service management systems is preferred. Excellent verbal and written communication skills with the ability to professionally manage inbound client communications, coordinate with technical staff, and maintain exceptional customer service. Demonstrated accuracy in data entry, documentation, and record management while maintaining detailed and up-to-date client and service information. Familiarity with ticketing systems, service workflows, scheduling processes, and client support operations is highly desirable. Ability to multitask effectively in a fast-paced environment while managing technician schedules, service requests, client communications, and administrative responsibilities with a high degree of attention to detail. Strong customer service mindset with the ability to remain organized, adaptable, and professional when handling multiple priorities and time-sensitive requests. This role is ideal for a motivated individual looking to build a career in IT service operations, client success, and service coordination while contributing to a collaborative and growing MSP team.