It Dispatch / Administrator

Posting ID : A1068529127
Date Posted : 2015-08-19
Category : Admin Office

This position is responsible for the front office at BCPros. You will be directly involved with initial client support request processing, also have responsibility for corresponding with suppliers, preparing purchase orders, and managing product lists. You will learn to represent our service offerings and manage customer contact throughout the service process. At the core of your position, is the ability to achieve a contributing role on our BizCare Managed Services team.

Essential duties and Responsibilities:

Assist with establishing customer agreements in ConnectWise that correspond to service contracts
Service awareness of all organization's key IT services for which support is being provided
Act as the single point of contact to the customer for all types of service requests
Pre-process service requests as they arrive through email, manual entry, or direct customer input
Schedule internal and field technical resources on the company dispatch portal
Monitor resource schedules to ensure prompt time entry on service requests
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Utilize purchasing system for procurement of products
Monitor customer account details for non-payments, delayed payments, and other irregularities
Maintain product listing, with price and cost information, in ConnectWise or other systems
Work with the finance and accounting department to ensure accurate and timely payment of invoices
Follow-up, collection, and allocation of payments

Additional Duties and Responsibilities
Improve customer service, perception, and satisfaction
Understanding of support tools, techniques, and how technology is used to provide IT
Basic to Intermediate understanding of operating systems, business applications, printing and network systems
Technical awareness: ability to match resources to technical issues appropriately
Learn and understand the Sales Order process that initiates the product purchasing process
Ability to work in a team and communicate effectively
Document internal processes and procedures related to duties and responsibilities
Diagnosis skills of technical issues
Responsible for entering time and expenses in ConnectWise as it occurs

The requirements listed below are representative of the knowledge, skill, and/or ability required
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Proficient in general office applications and accounting software
Basic to Intermediate knowledge of IT products
Process driven and attention to detail: accuracy in performing all responsibilities
Strong organizational, presentation, and customer service skills
Skill in preparing written communications and materials
Ability to multi-task and adapt to changes quickly
Typing skills to ensure quick and accurate data entry
Self-motivated with the ability to work in a fast moving environment
Understanding of the accounts payable and accounts receivable processes

Additional Beneficial Experience: Connectwise, QuoteWerks, Labtech, QuickBooks, Any IT Certification/s

Benefits -
Vacation, Holiday and Sick time
Health, Life and Disability

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