Key Duties / Responsibilities

  • Dispatch technicians using Call Management Software
  • Manage call queues for technicians while on shift
  • Prioritize calls by severity
  • Respond to customer escalations
  • Process service requests as they arrive through email, manual entry or direct customer input
  • Communication with customers as requested : Keeping customers informed of incident progress, notifying of impending changes
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Improve customer service, perception and satisfaction
  • Act as the single point of contact to the customer for all types of service requests
  • Strictly adhere to the Dispatch Center procedures/policies of the company.
  • Meet, and strive to exceed, established goals and objectives of the company in a manner that does not discourage cooperation with or among the other Dispatcher's in the company.
  • Complete all reports efficiently and timely.
  • Always remember that THE CUSTOMER IS OUR FIRST PRIORITY and that the Dispatcher is here to fully support that priority with the finest quality of service.
  • Maintain well-groomed, professional appearance appropriate for the position and the normal situations in which the Dispatcher may be involved.
  • Attends, and contributes to, staff meetings as scheduled.
  • Cooperates fully with other employees in conducting business in an effective and efficient manner.
  • Ensures the completeness, accuracy and timeliness of all records and paperwork.
  • Undertaking in such other duties and task as may be assigned by the Manager.

Job Requirements

  • High School Diploma
  • Post-Secondary Degree or equivalent experience is an asset
  • 2+ years related work experience in a customer service role
  • Proficiency with MS Office 2010 applications, including Excel, Word, Power Point, Adobe and Outlook
  • Experience in the Technology Industry
  • Strong Knowledge of Canadian geography
  • Exceptional communication skills, including proficiency in written and spoken English
  • Superb interpersonal skills with a wide variety of clients and professionals
  • Strong problem solving and analytical skills, excellent computer skills, strong attention to detail and effective time management
  • Works well independently and as a team
  • Positive attitude
  • Energetic, self-motivated and results oriented
  • Ability to work collaboratively within a busy operational work environment
  • Available to work flexible hours if required
  • Able to work as On Call if required

If you want to be part of an innovative, home grown company with opportunity, we’d like to hear from you.




  • Location: Dartmouth, Nova Scotia