Dispatcher/Tier 1 Support Tech

We are looking for a personable, smart, organized and super-patient person to work in a very fun and laid back, but still very busy office environment. We want the right balance of diligence, critical thinking, patience, caring, and personality. Also, you must love technology!

We need someone who can perform two primary duties.

• Dispatch all calls, walk-ins, and emails. Generate tickets and organize work orders and jobs. We will show you how to perform basic remote repairs.
• Help clients understand the scope of services that we offer. Sometimes people call because of one issue and never know that we are a full-service IT and Cybersecurity firm. As a front-line communicator, we want you to help lovingly educate the masses.

Who you must be to love this job:

You are the kind of person who loves people and wants to help them. You understand that sometimes things break and that it's not anyone's fault. It's just life. You also know that stress can cause people to be angry sometimes... It doesn't bother you because you know that when they are angry it is because they are fearful. You are a calming influence in the world and you don't sweat the small stuff. You'll ease their fear by truly listening to their needs and educating our clients all while sharing a good laugh.

You would be passionate about helping grow a company focused on real people providing exceptional support to real people. That means going the extra mile, making a follow-up call a day later to ensure everything is working well, and helping customers understand the technology options available to them so they can make informed decisions based on how they work and what best fits their needs.

You LOVE to introduce our white-glove products and services because you know they will truly help and protect people. Spit and duct tape solutions aren't what we do here and you are the kind of person that is proud of that fact.

You understand that you are a key ingredient to success. That is, first impressions often make or break a relationship. How you treat them, how well your techs fix things, and how connected they feel to you and your team matter to the long term success of the business. Happy team members lead to happy customers so you will be working in an environment with good pay, bonus opportunities galore, random acts of kindness regularly occurring, and a good office space in Charlottesville VA.

Location:

In-person at Charlottesville, VA

Job Duties:

• Be kind, thoughtful and graceful in your interactions with others.
• Dispatch phone calls, emails, and walk-ins.
• Organize tickets by location and service date expectations.
• Manage company calendar.
• Be willing to offer advice, and recommendations to clients... so you should like technology and want to learn more.
• Sell our products and services.
• Remotely solve Tier 1 tech issues (We'll train you!)

Requirements:

• Very high level of organization skills and diligence
• Very high level of compassion
• Very high level of punctuality
• Ready and willing to laugh and joke around
• Willing, able, and excited to learn computer-related skills
• Have a desire to be a part of a team at a quickly growing small business with the goal to help it grow to its full potential.
• Ability to deal with customers who don't know all the things you do, who are slower or don't understand everything the first time, and who generally rely on you to guide them through things in a patient and meaningful way.
• Great personality, upbeat attitude, and a real desire to help people, provide a great service and fix things.

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent

Experience:

• Customer Service: 1 year

or

• Help Desk Support: 1 year