Technical response analyst - united states, baytown
dispatcher - it industry onsite houston texas
do you love technology and enjoy working in a dynamic work environment? penncomp, a 30-year-old firm based in houston, texas, is experiencing continued growth. we are a "top graded"company looking only for the best candidates at each level. we are seeking an energetic professional who doesn’t mind wearing multiple hats: someone who is experienced in handling a wide range of administrative and executive support-related tasks and is able to work independently with little or no supervision. the ideal candidate will be well-organized and flexible, and will enjoy the administrative challenges of supporting an office of diverse people.
you will have the satisfaction of resolving day-to-day issues and taking responsibility for ensuring tickets are replied to in a timely matter. excellent communication skills are a necessary skill in this role. your goal will be to ensure that our clients receive the best customer service and to ensure the clients' communication runs smoothly and efficiently.
a dispatcher is tasked with answering client calls and initiating the triage process. they will assign tickets to engineers, escalating them as necessary, and shuffle engineers’ schedules to ensure all tickets are addressed appropriately. this role also involves staying on top of the status of tickets and following up with staff and clients as necessary; the dispatcher is typically the first point of contact for an upset customer. that means they are responsible for getting the right people to deal with the client’s issues at the right time. you are in charge of determining whether the client’s issue is an incident or a request. an incident is an unplanned loss of service or other problem that needs to be fixed right away, whereas a request involves adding or changing something and has far less urgency. the dispatcher will ensure that every ticket gets prioritized appropriately.
primary duties, responsibilities, and technical requirements:
logging all tickets received via email, phone call or automated systems.acting as the single point of contact for clients for all it-related requests.answering phones and dispatching tickets.able to identify potential problems or outages in a timely matter.maintaining documentation for all end-user processes and procedures.required skills:
impeccable integrity and honestyexcellent customer service skillsstrong interpersonal communications skillsa polite and kind demeanorability to handle high stress situations and thrive under pressureproven office management, administrative or assistant experienceknowledge of office management responsibilities, systems and proceduresexcellent time management skills and ability to multi-task and prioritize workattention to detail and problem solving skillsexcellent written and verbal communication skillsstrong organizational and planning skillsproficiency in ms office and excelknowledge of clerical practices and procedurescomputer skills and knowledge of office software packagesif you match these criteria and are interested in a challenging and rewarding position where you can grow your knowledge and help build strong technical solutions, please submit your resume. all resumes will be considered strictly confidential and will only be viewed by key employees. if you are not sure that this position is a fit for you, but would like to hear more about the opportunity, please do not hesitate to submit an application with confidence that your inquiry will remain confidential. local candidates who are able to work onsite in houston texas please apply.
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