Intern

UDT is a national technology solutions provider that modernizes, connects, secures, and manages technology environments for commercial enterprises, state and local governments, and educational institutions. The trusted advisor to many of the nations top K-12 school districts and corporate leaders across a spectrum of industries including hospitality, health care, financial services and more UDT offers one of the most robust suite of customizable, end-to-end technology solutions in the industry. With a portfolio that spans IT managed services, endpoint lifecycle solutions, cybersecurity, networking, computing, cloud, connectivity, and voice services, UDT helps clients align technology with their most important business priorities empowering insight-driven IT strategies that accelerate innovation, streamline costs, and reduce risk. Founded in 1995 and headquartered in Miramar, Florida, UDT has more than 400 professionals nationwide and growing operational facilities in Florida, Tennessee, Texas, and South Carolina. For more information, visit udtonline.com.

This position is located in Miramar, FL.Intern - Service Desk DispatcherThe Service Desk Dispatcher will serve as the first point of contact for UDT Customers. This position is highly impactful to the success of each engagement with individual customers and the timely resolution of their needs. Using high levels of customer service, be inquisitive to ask customers questions to accurately identify and document their needs in a ticketing system. Then assigning ticket classifications before routing tickets to appropriate engineers throughout the MSP organization. You will follow SOPs and partner with departmental peers, MSP Leaders, or SDMs to resolve escalations timely and efficiently through your team. By being energetic and self-driven, you understand the customer and their use cases and work to be a trusted partner providing high levels of customer service.

ResponsibilitiesBe consitently available to receive inbound calls, e-mails, chats, and web tickets from external and internal customers throughout the day.

Manage a queue of tickets ensuring they are up to date regularly and seek to provide timely resolution to each ticket, not letting it age.

Follow Standard Operating Procedures (SOPs) to properly classify tickets and follow customer expectations. Utilize the tools available to provide timely and permanent resolutions.

Ask open ended questions to obtain details from each interaction to accurately document the customers need in the ConnectWise ticketing system.

Respond to customers timely and with pre-drafted correspondance to prevent customer dissatisfaction.

Identify technician schedules and route tickets to onstaff Service Technicians or NOC Engineers.

Proactively provide outbound communication to customers to ensure timely updates to keep them informed of ticket progress.

Accurately record time and expenses in the ConnetWise SystemReview SOPs regularly and proactively stay informed of changes to provide high levels of customer service.

Attend team meetings and 1 on 1s to learn about new activities and to ensure process changes are understood and put into place for the next interaction.

Identify priority issues and accurately escalate urgent matters to the proper team members.

Adhere to strong schedule adherence by logging in and out of a phone system. Utilize codes for various activities to provide insight into productivity.

Other Duties as assignedQualifications & Experience1 year of experience with working on a computer and operating systems.1 year of experience working in a call center, MSP, or technical support center1 year of experience working in a ticket system. ConnectWise preferred.2 years of experience working directly with the public in a customer service capacityExperience with general Helpdesk/Service Desk tools is a plus:

Remote Access applicationsRMM solutionsProven ability to multi-task and adapt to changes quickly. Self-motivated with the ability to work in a fast-moving environment.

Experience with Microsoft O365 and other backend technologies supporting end users is requiredDemonstrated ability to manage various technical issuesExperience with problem-solving and troubleshootingCustomer focused, by being passionate about collaboration and building strong relationships, both with customers and internal teams.

Strong communication skills and technical aptitude to enhance customer engagements.

Excellent organizational, analytical, and decision-making skills.

EducationA high school diploma is requiredRelevant certifications such as Microsoft, Network +, A+Any other certifications or professional development units (PDUs) are a plus.

Working ConditionsPrimarily in the Miramar Corporate office, but some remote working options are availableRequired to be in the office at least 3 days per weekOffice setting with sitting for extended periods of time.

Ability to lift 25lbsAbility to work collaboratively with cross-functional teamsWhat UDT offers youJoin us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status