Union Square NYC New York, NY
  • $40K - $50K Annual Salary
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance, 401K / Retirement, Meal Plan / Free Food
  • Employer Very Likely to Respond

Cloud9 Smart blends technology into homes and offices around New York City. Our SmartCare team is a lean group of support technicians who keep our commercial and residential clients’ technology up and running at all times. Our goal is to make our clients’ lives more advanced yet simpler. Operating out of Union Square since 2001, our 35-person team loves technology and takes pride in stellar customer service.

We are in search for a Dispatcher. This position reports to the Director of IT, and Client Services and is responsible for scheduling the engineering team, following-up with customer service requests, and serving as an advocate on behalf of the customer. From managing customers’ expectations through projects to coordinating break/fix scenarios, the Dispatcher is an agile juggler of requests and resources.


Required Skills

  • Strong belief in customer service, and empathy in the user experience
  • Ability to work in a fast-paced environment
  • Ability to meet deadlines and work under tight time constraints
  • Excellent written and verbal skills
  • Understanding of basic phone operations and etiquette
  • Follow company guidelines for issue tracking and time accounting
  • Typing skills to ensure quick and accurate entry of service request details (30-40 WPM)
  • Exceptional analytic and problem-solving skills
  • A strong belief in ethical business principles

Job Duties

  • Coordinate and prioritize client support tickets and service escalations
  • Process service requests as they arrive through email, phone calls, or direct customer input
  • Proactively review and monitor service tickets to ensure timely and accurate client follow-up and resolution
  • Maintain schedules for a team of technical engineers while balancing client urgency and productivity
  • Assist in the resolution of service, support, and billing issues
  • Serve as liaison between clients and the service delivery team
  • Always act as the customer advocate
  • Report resource capacity and communicate needs to the management team
  • Coordinate project implementations and communicate expectations to our clients
  • Provide a consistent level of professional and considerate support to our clients while maintaining relationships of trust and open communication
  • Communicate with customers as required, keeping them informed of incident progress, and notifyingthem of impending changes or scheduled outages
  • Triage incoming service tickets, and address quick turnaround issues prior to delegating, like password resets, printer spool resets, hardware reboots, and more

Technical Skills –Nice to have, but not mandatory

  • Knowledge of Microsoft Office
  • Basic understanding of printers
  • Basic understanding of LAN concepts
  • Basic understanding of Audio/Video concepts (Residential, and Commercial)
  • Basic understanding of Phone Systems (HPBX/PBX)
  • Prior experience working with a ticketing system
  • Basic knowledge of technical terminology regarding IT, and Audio/Video

Successful candidates will have 3 – 5 years of experience in a customer-facing environment. While formal experience in IT/AV/Phone Systems is not required, fluency in IT/AV/Phone Systems terminology is, along with the ability to translate it to a non-technical audience. The ability to quickly rank priorities and assign resources in real time, all while remaining calm, is the ideal personality type for this position.

Along with your resume, please let us know within a few sentences why you think you would be a good fit for the position. You can find more information about us at www.cloud9smart.com. Thanks for reading!

Job Type: Full-time
Salary: $40,000.00 to $50,000.00/year

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