<p>General Summary of Position:</p> <p>Schedule and support field technicians via email and phone calls to dispatch service calls to customer sites. Work with internal teams and systems to communicate progress and escalations. Field and triage customer calls to help begin resolution process immediately. Utilize external customer applications to provide real-time updates directly to customer stakeholders.</p> <p>Duties and Responsibilities:</p> <ul> <li>Field calls from both Customers and occasionally Field Technicians to initiate and resolve customer site issues </li><li>Work with other Internal Teams to prioritize dispatches and escalations </li><li>Responsible for answering 20+ daily inbound calls. </li><li>Work with other Internal Teams to manage the customers' technical and communication requirements </li><li>Update both internal and external ticket management systems </li><li>Troubleshoot with technicians to resolve site issues </li><li>Coordinating transfer of technical documents and instructions to the technicians in the field </li><li>Obtain and log technician closeout notes to resolve dispatch </li><li>Order new parts and equipment for technicians and customer sites </li><li>Weekend work or shift flexibility possibly needed depending on work effort </li></ul> <p>Required Qualifications:</p> <ul> <li>Excellent PC skills (Microsoft Office) </li><li>Typing skills are a MUST </li><li>Excellent communication skill (written and verbal) </li><li>Ability to multitask and follow issues through to completion </li><li>Decision making skills </li><li>Superb Attention to Detail </li><li>Ability to solve problems creatively </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Service Dispatch/Scheduling experience </li><li>Project Management/Coordination experience </li><li>Customer phone call experience </li></ul> <p>Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.</p> <p>Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.</p> <p>Our offices have onsite fully equipped state of the art gyms for employees at zero cost.</p> <p>Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.</p> <p>We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.</p> <p>Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.</p> <p>Granite was recently named One of Forbes Best Employers for Diversity.</p> <p>Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.</p> <p>If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.</p> <p>EOE/M/F/Vets/Disabled</p>