Service Coordinator - Dispatcher

Jobs for Humanity is collaborating with YUPRO Placement to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.

Company Name: YUPRO Placement

WHO WE ARE:
Data Evolution is a growing premier managed service provider in New England. We are an established family-oriented company that has been in business for over 20 years. We value our employees and strive to provide a culture of work/life balance. We work closely with our clients in the Life Sciences industry to provide high-touch, white glove service. We support each other in living our core values of Commitment, Respect, Professionalism, Diligence and Team. We are an exciting driven IT company who invests in the long-term success of our employees, and we’re looking for professionals like you to join our team!

PURPOSE:
The Service Coordinator-Dispatcher is a critical member of our team, responsible for ensuring the smooth and efficient flow of all service requests. This role acts as the central hub for all incoming service tickets, prioritizing and dispatching them to the appropriate technical resources. The Service Coordinator-Dispatcher plays a key role in client satisfaction by ensuring timely and accurate service delivery.

DUTIES & RESPONSIBILITIES:
•Triage Services:
oReceive and accurately log all incoming service tickets from various sources (email, phone, manual entry).
oVerify the accuracy and completeness of all information within each ticket.
oAssign appropriate priority levels to each ticket based on severity and urgency.
oRoute tickets to the correct service board and associated service agreements.

•Dispatch Services:
oDispatch tickets to the most suitable technical resource considering availability, skillset, and location.
oSchedule service appointments within client availability and service level agreements.
oAdjust schedules as needed to accommodate high-priority requests.

•Monitoring and Review Services:
oConduct daily reviews of all open service tickets.
oIdentify and address aged or stalled tickets.
oMake necessary corrections to ticket information based on internal reporting tools (e.g., BrightGauge).
oOversee the ticket closure process to ensure proper resolution.

•Team Coordination:
oCollaborate with team managers to schedule resources effectively and escalate issues as needed.
oCommunicate with clients directly to gather information, clarify requests, and coordinate support.
oFlag client responses for the attention of relevant resources or managers.

•Phone Support Services:
oAnswer incoming phone calls from clients and create service tickets as required.
oMonitor emergency paging systems during business hours for immediate dispatch.

•Administrative Tasks:
oPerform other tasks as assigned.

QUALIFICATIONS & SKILLS:
•Proven experience as a Service Coordinator or in a Dispatch role.
•Experience working with a Customer Relationship Management (CRM) system or ticketing system (ConnectWise preferred).
•Prior experience dispatching services for a Managed Service Provider (MSP) or technical support team is a significant advantage.
•Strong computer skills and proficiency in Microsoft Office Suite.
•Excellent teamwork and communication skills (both verbal and written).
•Strong interpersonal skills, including active listening, client care, and effective telephony skills.
•Ability to multitask effectively and adapt quickly to changing priorities.
•Meticulous attention to detail and accuracy.
•Self-motivated with the ability to thrive in a fast-paced environment.
•Strong prioritization skills with the ability to quickly assess and address urgent matters.

WORK ARRANGEMENTS:
•This position is a hybrid role based in Woburn, MA, requiring employees to reside within a reasonable commuting distance.
•Standard shift is 7:30 AM to 4:00 PM.
•Flexibility to cover occasional later shifts (9:30 AM to 6:00 PM) or work beyond regular hours as needed.

COMMITMENT TO PROVIDING AN INCLUSIVE PLACE TO WORK:
Data Evolution, LLC is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive work environment and do not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, handicap, genetic information, status as a victim of violence, hair style, or any other characteristic protected by applicable federal, state or local laws and ordinances. We are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. If you require a reasonable accommodation for any part of the application or hiring process, please notify [email protected].
Note: This job description is intended to provide a general overview of the position and may not include all duties and responsibilities

How to Apply:

All process steps must be carefully followed so that A) your application can be reviewed by the hiring manager and B) YUPRO Placement can advocate for you and provide support. Step 1: Complete the application on the New Grad job board by submitting your resume and completing the details requested below.