This position coordinates and manages the dispatching of Field Support personnel and assures response within contractual timelines. He/she acts as a liaison between the Technical Assistance Center, Field Support, and customers. The Dispatcher also assists Field Support in scheduling product upgrades and ordering parts.

The Parata Technical Assistance Center operates from 8 AM to 11 PM seven days per week, including holidays. Weekend shifts and holiday coverage may be required on a rotational basis. The incumbent may be asked to work irregular hours and should be able to work on weekends when necessary.

Prior customer service experience and strong computer skills are required. Familiarity with a technical support center is a plus.

Key Responsibilities

• Monitor and administer dispatch queue
• Determine availability of Field Support personnel to handle dispatches as it relates to current workload, PTO, and other Field Support projects
• Prioritize dispatch requests based on severity of customer’s needs
• Maintain contact with Field Support Engineers, Field Support Supervisors, and Field Support Managers to know availability of Field Support team
• Schedule dispatches for customers throughout Parata’s installation footprint (US, Canada, overseas)
• Schedule dispatches and preventive maintenance visits on behalf of our third-party partner(s)
• Monitor and react to automated service alerts
• Identify the need to escalate and formally escalate as needed
• Consult with Field Support Engineers and other support staff as needed to ensure appropriate problem resolution
• Enter and maintain customer call problem/description detail into call-tracking system and follow through to ensure resolution. Update tickets within call-tracking system on a routine basis.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery
• Maintain ownership and accountability. Follow up on problems, identify recurring issues, process status, and follow through with customer.
• Foster positive customer relations by responding to complaints/inquiries in a cooperative, supportive, and professional manner; resolve problems in a timely and efficient manner

Skills and Experience

• High School degree
• Minimum of one year of experience working with or in a technical support center or technical call center
• At least one year of experience supporting a remote field service organization
• Previous experience handling large call volumes and dealing with problem customers
• Professional phone etiquette
• Working knowledge of customer relationship management systems (CRM); experience with Salesforce a plus
• Proficient with Microsoft Office programs and applications
• Excellent typing speed (55+ wpm)
• Demonstrated ability to work efficiently and independently in a fast-paced environment
• Comfortable using mapping software

Work Environment and Physical Demands

The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the company), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.

• Work will primarily be in an office setting with limited opportunities to be exposed to adverse environmental conditions.
• Work will be primarily working with fingers by picking, pinching, typing, and grasping often with repetitive motion.
• Must have visual acuity for viewing a computer screen, the ability to talk, hear, and sit for extended periods of time.
• Must be able to carry, lift, and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.
• Additional physical duties may be required, as necessary.
• While COVID-19 precautions are in effect, this role requires use of face masks/face coverings while working in our facilities.

Supervisory/Management Position

• No

Primary Contacts in this Position

• Manager - daily
• Parata office employees – as needed
• Parata Customers – daily
• Corporate HR staff – as needed

Advancement Opportunities

• Technical Support Specialist I

Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran’s status.