OWL Automotive Consulting LLC Hiring for Help Desk Dispatcher at Remote Full Time

OWL Automotive Consulting is one of the automotive industry’s premier consulting firms. We are looking for a dynamic, creative thinking IT professional to join our growing family. The ideal candidate will be passionate about getting results, detailed in their quest to solve problems and love to work in a fast-paced environment where there is never a dull moment.

We believe that when joining any company, it’s important for you to understand who we are. We’ve developed our culture around our people. It’s not just lip service to say that you are important to us. As an example, we invest in our people by providing ongoing technical training at no cost to them. Again, you are important to us.

If that sounds like what you’re looking for, check out below to see what we’re looking for.

As a Helpdesk Dispatcher, you will play a crucial role in ensuring the smooth operation of our technical support services. You will be responsible for receiving and managing incoming requests for assistance, prioritizing tasks, and assigning them to the appropriate support technicians. Your exceptional organizational skills and ability to handle high-pressure situations will contribute to maintaining a high level of customer satisfaction.

Responsibilities:

1. Efficiently receive and record incoming support requests via phone, email, or ticketing system.

2. Assess the urgency and severity of each request, categorize and prioritize them based on established guidelines and service level agreements.

3. Coordinate and assign support tickets to the appropriate technical support personnel, ensuring appropriate skills and workload distribution.

4. Communicate with customers to gather additional information, clarify issues, and provide relevant updates regarding their support requests.

5. Maintain accurate and up-to-date records of support tickets, including relevant details such as issue description, resolution steps, and customer interactions.

6. Monitor the progress of open support tickets, follow up with technicians to ensure timely resolution, and escalate critical issues when necessary.

7. Collaborate with other teams, such as network operations, system administrators, or field technicians, to facilitate efficient problem resolution.

8. Maintain a professional and courteous demeanor when interacting with customers, technicians, and other stakeholders.

9. Provide basic technical assistance and troubleshooting guidance to customers, when appropriate and within your skill set.

10. Generate s and maintain documentation related to support ticket statistics, including response times, resolution rates, and customer satisfaction levels.

11. Identify opportunities for process improvements, suggest changes, and participate in the implementation of new tools or procedures to enhance the efficiency and effectiveness of the helpdesk operations.

Requirements:

1. Proven work experience as a helpdesk dispatcher, service desk coordinator, or similar role.

2. Excellent organizational and multitasking skills, with the ability to prioritize tasks effectively.

3. Strong problem-solving abilities and attention to detail.

4. Exceptional customer service and interpersonal skills, with the ability to communicate effectively and professionally with customers and technicians.

5. Familiarity with helpdesk ticketing systems and customer support software.

6. Basic technical knowledge and understanding of common software applications, computer hardware, and network troubleshooting.

7. Ability to remain calm and composed in high-pressure situations and effectively handle customer complaints or escalations.

8. Strong teamwork and collaboration skills to work effectively with cross-functional teams.

9. Flexibility to work in shifts, including evenings, weekends, or holidays if required.

10. High school diploma or equivalent; additional certifications or training in customer service or IT support is a plus.

As a Helpdesk Dispatcher, you will be an integral part of our support team, ensuring timely and efficient resolution of technical issues for our valued customers. Your ability to manage incoming requests, assign tasks appropriately, and provide excellent customer service will contribute to the overall success of our organization.

Now, if what you’re looking for, matches up with what we’re looking for, send your resume right away to [email protected].

Job Type: Full-time

Pay: $41,000.00 – $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year
• 2 years
• Under 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: Remote