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XantrionIT Dispatcher (Remote – Pacific Time Zone Hours)
Xantrion seeks an IT Dispatcher to join their team in a remote position operating on Pacific Time Zone hours, Monday through Friday from 8:00 AM to…
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About This Role
Xantrion seeks an IT Dispatcher to join their team in a remote position operating on Pacific Time Zone hours, Monday through Friday from 8:00 AM to 5:00 PM. This role suits an organized customer service professional who thrives in a fast-paced environment and enjoys coordinating technical workflows. In this position, the dispatcher manages incoming client communications, triages service requests, and coordinates schedules for help desk engineers and technicians. The person…
Job Description
Xantrion seeks an IT Dispatcher to join their team in a remote position operating on Pacific Time Zone hours, Monday through Friday from 8:00 AM to 5:00 PM. This role suits an organized customer service professional who thrives in a fast-paced environment and enjoys coordinating technical workflows. In this position, the dispatcher manages incoming client communications, triages service requests, and coordinates schedules for help desk engineers and technicians.
The person in this role handles high volumes of calls and chat requests, screens support tickets for spam, updates ticketing fields for clarity, and assigns tasks to appropriate technical staff based on urgency, skill level, and availability. Additionally, the dispatcher sets proper client expectations, identifies recurring service trends, addresses introductory tasks like password resets, forecasts support staff workloads, and maintains accurate records in the ticketing system.
Xantrion provides a people-first work culture and comprehensive family medical coverage, along with a total compensation package ranging from $45,000 to $50,000 per year depending on experience. Candidates must operate from a private, secure home workspace using reliable high-speed internet and company-supplied hardware.
Responsibilities
- Manage high volumes of incoming telephone calls and chat requests originating from the call center
- Identify and process incoming service requests within the ConnectWise Triage board while eliminating spam
- Conduct ticket triage by updating and clarifying details so technicians can easily understand the scope
- Schedule tickets to appropriate personnel considering urgency, availability, and technical skill level
- Obtain written approval from client IT liaisons for access changes in accordance with security protocols
- Communicate resource availability clearly to clients for incoming service tickets and dispatch requests
- Escalate recurring client issues and trends to service managers and primary consultants
- Handle low-level tasks including password resets and group membership changes
- Place outbound calls to clients with positively rated tickets to request Google reviews
- Forecast workload for support staff to assist with scheduling, helpdesk coverage, and after-hours needs
- Update client records regarding engineer assignments and primary liaisons
- Review open requests periodically to verify status, proper agreements, and resource assignments
Requirements
- High school diploma or equivalent educational credential
- Minimum of two years of experience in customer service, dispatching, project management, or a related field
- Proficiency with MS Office products including Outlook at a high level and Excel and Word at an intermediate level
- Ability to multitask and maintain an appropriate sense of urgency
- Strong verbal and written communication skills with effective time management abilities
- Reliable, high-speed home internet connection capable of supporting video conferencing
- Dedicated, secure, and private home workspace with no shared coworking environments
- Cell phone running current Android or iOS operating systems
- Use of company-provided PC and headset for all job functions
Qualifications
- Customer service background within a call center, dispatch center, or telecommunications organization
- Previous experience with MSP dispatching or coordination
- Prior familiarity with ConnectWise or comparable ticketing systems
- Bilingual Spanish language communication abilities
Core Skills
Benefits
- Annual salary between $45,000 and $50,000 based on experience
- 100 percent employer-paid medical, dental, and vision coverage for employee and family
- 401(k) retirement plan with company match up to four percent of salary
- Reimbursement for certifications and professional training
- Seventeen days of paid time off per year, independent of training allowances
- Bonus opportunities for referring new clients or employees
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote role performed from a dedicated and secure home workspace within the United States.
What are the working hours for this role?
The shift operates Monday through Friday from 8:00 AM to 5:00 PM Pacific Standard Time.
What is the salary range for the IT Dispatcher position?
The salary ranges from $45,000 to $50,000 per year, determined by experience.
What experience is required to apply?
Applicants need a high school diploma or equivalent along with a minimum of two years of experience in customer service, dispatching, project management, or an equivalent combination of education and experience.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.