Technical Support Dispatcher bei Centriworks

Description

Established in 1964, we’re locally owned, nationally recognized in our industry, and driven by excellence.

We continuously strive to serve as leaders in providing innovative business technology solutions and giving back to our community. We love working together as ONE TEAM to create Raving Fans among our clients and within our company.

Our company is headquartered in Knoxville, Tennessee, with more than 60 employees located in offices in Knoxville and Johnson City. We are recognized as one of the premier quality companies in East Tennessee, with awards and recognition for our products, services, environmental initiatives, and community involvement.

We carry on a 60-year tradition and philosophy of placing great emphasis on strong business relationships, high customer satisfaction, and technologically advanced solutions. As part of our company’s mission, we commit to provide our employees with a professional work environment, offering team-based leadership and performance-based compensation. We are also committed to providing our team with tools, resources, and professional development. As a company, Centriworks pursues a forward-thinking vision of growth and stability.

We’re proud that we’ve been recognized as a 2025 Knox News TOP WORKPLACE. This accolade means a lot to us as a company. It’s awarded based on in-depth, anonymous surveys and comments from our employees. That means Centriworks ranks as a top workplace because our team loves working here and being a part of this group of outstanding professionals who are always striving for excellence.

If you’re looking for a challenging, enriching position, we invite you to apply to our forward-thinking, friendly, technology solutions team.

Requirements

Position Overview 

The Technical Support Dispatcher is responsible for all inbound user service requests; coordinating the dispatch of technicians for user issues requiring on-site or remote resolution; and organizing technician schedules for all Technical Support staff.

The Technical Support Dispatcher will be responsible for communicating directly with customers, who are the users of the service and are requesting service regarding issues via phone, email, or customer portal.  It is the Dispatcher's responsibility to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.

 Key Responsibilities 

•  Monitor and dispatch service tickets, ensuring accurate details and timely updates in the ticketing system.
• Act as the primary point of contact for clients, providing clear communication and status updates on requests.
• Schedule and coordinate internal and field technical resources while monitoring SLA compliance.
• Escalate unresolved or urgent service requests and track recurring issues for root cause analysis.
• Enter time, expenses, and detailed troubleshooting notes into IT systems accurately.
• Provide technical support for data collection applications and deliver positive customer experiences.
• Collaborate with network engineers, system administrators, and project teams to resolve cross-functional issues.
• Contribute to team knowledge-sharing, process improvements, and support onboarding/offboarding activities.

Required Qualifications

• Associates degree
• 1+ year in a  technical customer support role
• Experience with IT ticketing systems
• Excellent communication and organizational skills
• Positive attitude and strong willingness to continually learn

Preferred Qualifications

• CompTIA Network+ Certification
• Proven problem-solving ability and team-oriented mindset
• Desire to grow professionally within the IT Services industry

 We offer competitive compensation and benefits including:

• Salary/commissions/monthly bonuses
• Paid Training
• Health/Dental Insurance
• Disability Insurance
• 401K Retirement Plan