Technical Support International (TSI)
Administrative Support and IT Dispatcher
Technical Support International (TSI), Foxborough, Massachusetts, United States, 02085
Administrative Support and IT Dispatcher
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Summary
As TSI’s Administrative Support and IT Dispatcher you assist with the dispatch service board as the primary person for receiving calls from our clients. In this role, you are professional, responsive, and courteous and you communicate in a calm manner with clients to identify the support issue, accurately record the details, and create service tickets. In addition to the dispatch role, you support TSI's staff by coordinating and performing various administrative tasks.
The ideal candidate possesses strong customer service skills, general knowledge of account management functions with opportunities to learn more. To be successful in the role, you are dependable and able to meet the daily challenges of a fast-moving, collaborative, results-oriented work environment. You are hands-on, people-oriented, comfortable working with clients, employees, management, vendors, and listening to diverse business challenges. This role requires managing multiple tasks simultaneously and using multiple communication modes (IM/Teams, ConnectWise, and phone). There is flexibility to work from home periodically with a requirement to work onsite at the main office.
Essential Functions / Primary Responsibilities
Answers phones; first point of contact for inbound client calls.
Work directly with internal support and field services to dispatch the appropriate resources.
Manage dispatch board, track resources, and balance prioritization of client needs with sound judgment and input from management.
Provide general reception and administrative support for operations and accounting (shipping, maintaining records, updating purchase order log, filing).
Purchase supplies and services for the internal main office.
Purchase products for clients based on acknowledged quotes.
Develop and maintain client and supplier relationships; update PSA system with order and tracking details; follow up with clients to ensure service delivery satisfaction and manage product returns.
Maintain communication with field engineers and account management.
Review Account Management board to ensure AM is resourced on tickets.
Assist Account Management team as needed.
Communications
Collaborate with all staff; participate in meetings with sales, marketing, engineering, and project management to coordinate processes.
Communicate clearly to guarantee internal and external client expectations are met.
Maintain awareness of outstanding customer pre- and post-delivery issues and provide status to account managers.
Problem Resolution
Routinely report progress and issues; escalate appropriately to management.
Accountability / Process / Quality
Enter all activities and service tickets into ConnectWise; review work for accuracy and integrity.
Document all work, internal processes, and procedures related to duties and responsibilities.
Takes ownership of professional development and strives for continuous improvement.
Dependability
Demonstrates quality standards through consistency and reliability.
Contributes to team and organizational goals within the scope of the role.
Other Responsibilities
Assist and/or coordinate with special projects as needed.
Other duties as required.
Education and Experience
Bachelor’s Degree preferred in General Business or Communications; lesser degrees with equivalent relevant experience.
Dispatcher/Call Center/Customer Experience with multi-channel phone support.
2-4 years of experience; demonstrated experience as a lead receptionist/office coordinator/inventory management.
Other Skills
High energy and self-motivated.
Strong organizational and customer service skills.
Independent, resourceful in using tools to research and solve problems.
Ability to multi-task and adapt quickly in a fast-moving environment.
Strong PC skills, including Microsoft Word and Excel.
Self-confident with exceptional interpersonal skills and maturity to represent the company externally.
Job Details
Job Types: Full-time, Temporary
Schedule: Day shift, Monday to Friday, 8 hour shift
Language: English (Required)
Shift Availability: Day Shift (Required)
Ability to commute: Foxborough, MA 02035 (Required)
Work Location: Hybrid remote in Foxborough, MA 02035
Seniority level: Entry level
Employment type: Full-time
Job function: Administrative
Industries: IT Services and IT Consulting
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Essential Functions / Primary Responsibilities
Answers phones; first point of contact for inbound client calls.
Work directly with internal support and field services to dispatch the appropriate resources.
Manage dispatch board, track resources, and balance prioritization of client needs with sound judgment and input from management.
Provide general reception and administrative support for operations and accounting (shipping, maintaining records, updating purchase order log, filing).
Purchase supplies and services for the internal main office.
Purchase products for clients based on acknowledged quotes.
Develop and maintain client and supplier relationships; update PSA system with order and tracking details; follow up with clients to ensure service delivery satisfaction and manage product returns.
Maintain communication with field engineers and account management.
Review Account Management board to ensure AM is resourced on tickets.
Assist Account Management team as needed.
Communications
Collaborate with all staff; participate in meetings with sales, marketing, engineering, and project management to coordinate processes.
Communicate clearly to guarantee internal and external client expectations are met.
Maintain awareness of outstanding customer pre- and post-delivery issues and provide status to account managers.
Problem Resolution
Routinely report progress and issues; escalate appropriately to management.
Accountability / Process / Quality
Enter all activities and service tickets into ConnectWise; review work for accuracy and integrity.
Document all work, internal processes, and procedures related to duties and responsibilities.
Takes ownership of professional development and strives for continuous improvement.
Dependability
Demonstrates quality standards through consistency and reliability.
Contributes to team and organizational goals within the scope of the role.
Other Responsibilities
Assist and/or coordinate with special projects as needed.
Other duties as required.
Education and Experience
Bachelor’s Degree preferred in General Business or Communications; lesser degrees with equivalent relevant experience.
Dispatcher/Call Center/Customer Experience with multi-channel phone support.
2-4 years of experience; demonstrated experience as a lead receptionist/office coordinator/inventory management.
Other Skills
High energy and self-motivated.
Strong organizational and customer service skills.
Independent, resourceful in using tools to research and solve problems.
Ability to multi-task and adapt quickly in a fast-moving environment.
Strong PC skills, including Microsoft Word and Excel.
Self-confident with exceptional interpersonal skills and maturity to represent the company externally.
Job Details
Job Types: Full-time, Temporary
Schedule: Day shift, Monday to Friday, 8 hour shift
Language: English (Required)
Shift Availability: Day Shift (Required)
Ability to commute: Foxborough, MA 02035 (Required)
Work Location: Hybrid remote in Foxborough, MA 02035
Seniority level: Entry level
Employment type: Full-time
Job function: Administrative
Industries: IT Services and IT Consulting
Referrals increase your chances of interviewing at Technical Support International (TSI) by 2x.
Get notified about new Administrative Support Specialist jobs in Foxborough (Foxboro), MA.
#J-18808-Ljbffr