Service Desk Supervisor jobs in Reading, PA

***This is NOT a remote position, in-office, 40 hours a week only***

Service Desk Dispatcher:

Service Desk Dispatchers complete customer service tasks that ensure clients have the information and assistance they need and maintain the company’s positive reputation.

Duties are, but not limited to:

· Take high volume of client calls and collect all important information regarding the client's service request

· Create and assign tickets using proper categories, urgency, service contracts, Tech skill set level, ensuring the “White Glove” service

· Report all aging tickets to Help Desk Manager

· Follow up daily / weekly on tickets marked as “Follow up 24 hours, Escalation Needed, Waiting on Vendor with appropriate management team

· Reassign tickets to alternate technicians depending on technician travel schedule

· Will be actively engaged in the feed back mechanism process

· De-escalate situations involving dissatisfied clients, offering patient and caring assistance

· Guide callers through the process of requesting troubleshooting support

· Review client accounts, providing updates and information about ticket status

· Collaborate with other service desk professionals to improve customer service

· Help to train new employees and inform them about the company’s client management policies

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Experience:

• Customer Service: 2 years (Required)
• Call center: 1 year (Preferred)
• Phone triage: 1 year (Preferred)
• Dispatching: 1 year (Preferred)

Work Location: In person