RetroFit Technologies, Inc Hiring for Dispatcher at Taunton, MA Full Time

Engineers at RetroFit are responsible for the development and delivery of our technical offerings. The Dispatcher is responsible for coordinating, scheduling, dispatching, and supporting that team of engineers. The primary duty of the dispatcher is answering all inbound phone calls and creating/modifying tickets, then assigning to engineers based on predetermined time estimated and schedule availability.

Responsibilities:

• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Handles several tasks simultaneously (i.e., answering phone calls, distributing ticket workloads).
• Communicates with the Service Delivery Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes, etc.).
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Dispatching to ensure all tickets assigned, the queues are actively monitored, and onsite work is scheduled.
• Ticket follow-ups to ensure engineer notes are added based on current policies and procedures.
• Recurring service ticket management.
• Blast email communications (weather, zero-day vulnerabilities, etc.).
• Other duties as assigned.

Minimum Qualifications:

• 2+ year of service call dispatching or answering services
• Sense of urgency
• Ability to handle multiple tasks and priorities
• Strong interpersonal communication and team-based skills
• Exceptional oral and written communication skills
• Critical attention to detail and solid creative problem-solving skills
• Ability to consistently follow policies and procedures
• Technologically inclined

Preferred Qualifications:

• Experience with ticketing and asset management systems
• Experience with Autotask PSA

The Culture and Benefits:

We offer our employees a casual, upbeat yet challenging work environment along with an extensive benefits package that includes:

• Full-Time, Monday through Friday, with after-hours work as needed
• Flexible Shift Schedule, Remote Work flexibility offered
• Medical, dental, and vision benefits
• Flexible Vacation Policy
• 401K program
• Company-paid life insurance
• Short and long term disability coverage
• Fun team building events and activities
• New hire training and ongoing learning opportunities
• Career growth and unlimited opportunities

Shift: Monday-Friday, 8:00am-5:00pm with a one-hour lunch

Company Description

Who We Are

RetroFit Technologies is a privately-owned, full-service IT Managed Services company providing IT Security Solutions, End-User Help Desk, Professional Services and Field Services.

At RetroFit Technologies, you’ll love where you work, who you work with, and how your day unfolds. We empower you to do great work in a company with over 40 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen – share our vision and grow with us.

Who We Are RetroFit Technologies is a privately-owned, full-service IT Managed Services company providing IT Security Solutions, End-User Help Desk, Professional Services and Field Services. At RetroFit Technologies, you’ll love where you work, who you work with, and how your day unfolds. We empower you to do great work in a company with over 40 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen – share our vision and grow with us.