Customer Service Associate

Job Title: Call Triage Support and Dispatch Assoc

Remote
Duration: 12 months

Position Title & Description:
Call Triage Support and Dispatch Assoc – After Hours

Fully Remote (can be sourced from any location in US)
* Note: MUST be available to train/onboard during standard business hours M-F. Estimated timeframe would be 4-6 weeks. Once trained, will then move to their standard after hour shift
*Note: May need to travel to main office location in Pittsburgh area and/or do Field Service ride a long for onboarding and/or other training. May also be required to attend large team meetings typically only held 1-2 times per year

Report To:
Customer Response Squad Lead

Shift Days/Hours:
Sunday through Thursday
* One position shift needs to be 10:30pm EST – 7:00am EST

Purpose:
This position sits under Customer Response Squad and is responsible for qualifying or “triaging” initial customer calls that require technical assistance. Based on level of need, responsibilities include offering an operator level solution to diagnose and troubleshoot basic hardware issues and escalating more complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads. Also include supporting general call inquiries, part order processing and supports resolution of customer inquiries regarding parts and service dispatch. Supports updating and accurately maintaining data in SAP and CRM systems and other administrative type activities that can be supported outside of core business hours.

Key Tasks:
Provides after hours first call support for device and hardware technical troubleshooting inquiries by utilizing a knowledge-based system to provide operator type solutions to the customer; facilitates resolution of customer/field issues
Utilize SAP and CRM Systems to professionally handle and document customer/field calls received via phone, CRM, email and web
Provide dispatch service to customers as well as manage Dispatch console for the field
Supports customer resolution needs for all inquiries
Supports part order; inquires, data entry process and troubleshooting
Assists in supporting other assigned projects/tasks requiring data input, document research and analysis and/or metric tracking, cross functional teamwork
Ability to assist training and onboarding; assist with training documentation and training delivery

Key Working Relation:
All external Customers, Customer Squads (Field Service, Sales and Clinical) and Delivery Solution Squads (specifically TAC, Connectivity Support and Field Operations Squad).
Also, Logistics, Credit and Collections, Regulatory, Legal, IT/Sap Support

Skills & Qualifications:
Associate degree in business or technical discipline with 1 year of overall experience OR High School Diploma/GED and 3 years of overall experience in areas such as a technical call center, customer relations/facing or a remote service support role.
Advanced problem-solving skills, demonstrated experience in dealing with difficult inquiries and customer issues with little supervision, strong sense of urgency
This position requires strong communication skills, both written and oral as well as the ability to apply empathy and resolve conflict
This position requires a willingness to learn, demonstrate excellent inter- personal and organizational skills
Demonstrated ability to follow specific guidelines & procedures
Proficiency in MS Office product suite
Ability to work in a fast-paced environment and very independently
Working knowledge of CRM systems preferred

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.