Job Information
Paragus Strategic IT Service Dispatcher for IT Help Desk in Hadley, Massachusetts
Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started. We have aspirations of serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there.
We are seeking energetic and passionate individual to join our team and support our clients. This individual will be instrumental in providing our clients with the help they need.
You will succeed in this role if you:
Are enthusiastic and passionate
Are a team player
Like Tetris?... every day is a new scheduling puzzle
Are empathetic
Have great verbal and written communication skills
Love talking to people
Can quickly understand issues
Are self-assured and confident in your decision making
Can prioritize well
Are process and detail oriented
Can handle stressful situations calmly, including dodging Nerf Darts when necessary!
Have a passion for contributing to a team environment
Summary
The Case Coordinator works under the direction of Client Support Leadership to ensure our clients’ issues are documented and categorized quickly and correctly. Resolving our clients’ issues is the most important thing we do at Paragus, and that starts with our Response. The Case Coordinator works under the direction of Client Support Leadership to ensure our clients’ service issues and requests are triaged and dispatched quickly and correctly to ensure the best possible service. The Case Coordinator understands the issue or request and the impact it has on the business to ensure the case clearly relays the information our engineers need to resolve the issue on the first touch.
Our clients rely on this person to get their issue into the right hands. Our technicians rely on this role to provide the information they need to efficiently solve an issue. To do this, they must know what questions to ask and what information we need.
Responsibilities
Receive incoming requests for support and properly triage the issue for urgency
Responsible for Technicians day-to-day calendars and scheduling
Dispatching & coordination of technicians on-site
Coordination of resources, both people and equipment, to ensure that tickets are properly assigned and executed
Client support prioritization and re-assignment as necessary
Qualifications
At least 2 years of experience with scheduling and dispatching of a service-oriented team
2 years of Customer Facing Experience
3+ Years of work history in a professional environment
Excellent written and verbal communication skills
Demonstrated ability to multi-task
Experience in answering and directing phone calls
Ability to pivot quickly when plans change
Able to work in a fast paced, metric driven environment with proficiency in multitasking & navigating multiple systems and windows
Experience in an environment where you must prioritize issues is a plus
Ability to understand customer needs and ask informed questions
Ability to organize multiple calendars and scheduling tasks according to priority
A confident decision maker that has the ability to understand who does/knows what
Compensation and Benefits: Besides your standard fare like health, dental, PTO, etc, you'll also enjoy:
Culture, culture, culture! Think: fun events, good beer from our own taps, great snacks (like staff lunches from the grill), amazing people (if you don't like to laugh, don't apply)
Extra-curricular (optional) committees, training classes, and mentorship
Employee ownership; that’s right, you’re not just an employee, you’re an owner! This is in addition to our 401K offering.
We offer either a company cell phone or a stipend for your own phone
Need a car for a day or so.. borrow ours!
Hybrid Work Policy: Whether you’re saving on gas, time, or just enjoying the freedom of flexibility, remote work can directly contribute to your health and happiness. As a full-time employee you will be eligible to work remotely up to two days a week.
Paid Time Off: We at Paragus strive to not only promote but more importantly, prioritize a healthy work-life balance. As a full-time employee you will be eligible for our Flexible Vacation policy, which provides our employees with an un-capped bank of paid time off to use for vacation. Outside of the Flexible Vacation policy we also provide 5 days of sick time and personal leave, as well as 6 paid holidays.
Employee-owned company: Why be an employee when you can be an owner? As an owner of Paragus IT, what you say matters! We highly value our partners insights, and many times put recommendations to play. Additionally, you’ll see the direct impact of accomplishments through our ESOP program!
Hours: Full Time Monday-Friday
Compensation: $47,000-$55,000 DOE
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