Managed Services Dispatcher / Triage / Level 1 - Western KS

Century Business Technologies is a highly successful, fast growing technology services company that has been serving clients in the Kansas market for over 40 years.  Our clients rely on us for their day-to-day technology needs along with strategic planning and management of their technology infrastructure.

Century Business Technologies is growing fast and is looking to add a motivated person with awesome people skills, strong communication abilities, and most importantly, the desire to help others and make a real difference with clients needing assistance.  This position engages with our clients in three different capacities:

  • In the role of Dispatcher, you will work with our Managed Services clients by processing service requests or tickets.  You will be responsible for ensuring that their technical issues are assigned, scheduled, and worked by our technical team resources.  This will require you to gather information quickly, communicate effectively with the client, and work within our existing systems to get the tickets to a completed status in the shortest time possible.  When not communicating on the phone with clients, you will be working with our technical team resources to ensure that their assignments are executed properly by following proven and established guidelines and that pre-established appointments are met.  You will work with the technical team as the liaison between them and the clients to ensure that communication is accurate and prompt. 
  • In the role of Triage, you will be adding to the overall experience that the client receives when contacting Century Business Technologies.  By being one of the first members of our Managed IT Services team to communicate with the client when an issue arises, you are able to provide some initial technical support to them.  Using experience and knowledge that you bring to this position, as well as that which will be provided to you as part of your training, you can help to reduce the overall time that a client technical issue may take.  This role will also help to provide detailed technical information to the service request before it is handed off to a member of the technical team.
  • In the role of Level 1 Technician, you will work on technical issues for clients.  Some of which may come from your role as Triage, and some may come from our Remote Monitoring and Management system as automated tickets.  Ticket assignments for this role will be predicated on your experience and knowledge as well as that which will be provided to you as part of your training.

Keys to Success 

While previous experience is important, a passion for technology, a desire to deliver amazing customer service and an internal drive for self-development are the real keys to success at Century.  We love to grow within and are always pushing our team to grow and achieve more.  Our company culture is critical to our success and the following personal attributes will ensure an amazing career at Century Business Technologies.

Personal Attributes

High desire to learn 
Self Motivated
Service and client focused
High level of communication
Ability to multitask in fast paced environment
Core Values (Integrity, Dedication, Innovative, Adaptable, Team Player)

Job Summary

The Managed Services Dispatch/Triage/Level 1 position is responsible for quickly identifying user needs, helping to develop potential solutions, and maintaining our high level of customer satisfaction.  This is a critical position of our technology team and requires the ability to multitask in a fast-paced environment.  

Responsibilities and Duties

  • Act as the single point of contact to the client for all types of service requests.
  • Coordination of the technical team to ensure maximum utilization of billable resources.
  • Triage service requests as they arrive through email, phone or internal systems.
  • Schedule resources for remote and onsite dispatch.
  • Monitor resource schedules to ensure SLAs are met for all service requests.  Communication with clients, keeping them informed of incident progress, notifying them of impending schedule or resource changes.
  • Fast turnaround o client requests
  • Ability to work in a team environment and communicate effectively.
  • Maintain ahigh level of technical utilization and productivity of support resources
  • Proper escalation of service requests between resources.
  • Responsibility of various reports to the Service Manager
  • Responsible for accuracy of time and expense entries.
  • Understand processes by completing assigned training materials. 

Benefits at Century Business Technologies

Hourly, full-time non-exempt employees, to include the following:

  • Competitive Pay & Paid Time Off (PTO)
  • 401K retirement Plan - Company match up to 4% after 1 year
  • Health & Dental Plan –Premiums subsidized by company
  • Short Term Disability & AD&D Insurance – Company Paid
  • Supplemental Insurance (Cancer, LTD, Eyecare, Critical Illness, Add’l Life)– Available
  • Life Insurance – Company paid 1x Annual base pay up to $100K
  • 360 Employee Recognition Award Program
  • Lots and lots of fun (picnics, parades, holiday and quarterly events, charities and much more)!

Requirements

While personal attributes are critical at Century Business Technologies, experience goes a long way to finding that right person for our team.  Having experience in these areas will help provide quick success at our company.

  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Proficient in Microsoft Office Products (Excel, PowerPoint, Word, Outlook)
  • Ability to demonstrate proficiently with standard business software
  • Three or more years customer service experience in an office environment.
  • High School Diploma or equivalent
  • Demonstrate a strong commitment to client service excellence.

If you are looking for an opportunity to advance your career with a growing industry leader, please submit your resume to careers@centuryks.com.