Call Triage Support and Dispatch Associate - "Hybrid" - Indianola, PA

Call Triage Support and Dispatch Associate – “Hybrid” – Indianola, PA

PURPOSE:

This position sits under our Bayer Radiology Customer Response Squad and is responsible for qualifying or triaging initial customer calls that require technical assistance. Based on level of need, responsibilities include offering an operator level solution to diagnose and troubleshoot basic hardware issues and escalating more complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads. Also include supporting general call inquiries, part order processing and supports resolution of customer inquiries regarding parts and service dispatch as well as updating and accurately maintaining data in SAP and CRM systems.

Position is Hybrid, required to be located in the Pittsburgh, PA area and will be in office 2 days a week. Hybrid work schedule meaning, Work From Home, 3 days a week (MWF) and required in office on T/TH.  Shift for this position is 9:30am-6pm EST.

YOUR TASKS AND RESPONSIBILITIES

• Provide support function such as facilitating resolution of customer/field issues;
• Utilize SAP and CRM Systems to professionally handle customer/field calls, and requests via phone, CRM, email and web;
• Customer calls and part order process management;
• Provide dispatch service to customers as well as manage Dispatch console for the field;
• Project support, cross functional teamwork;
• Ability to assist in Service Support Training. Assist as process owner with training documentation as needed;
• Assist in delivering training to staff as required to perform job duties.

REQUIRED QUALIFICATIONS

• Associate degree in business or technical discipline with 1 year of overall experience OR High School Diploma/GED and 3 years of overall experience in areas such as call centers, customer relations/facing or a remote service support role;
• Advanced problem-solving skills, demonstrated experience in dealing with difficult inquiries and customer issues with little supervision; strong sense of urgency;
• This position requires a willingness to learn, demonstrate excellent inter- personal and organizational skills;
• This position requires strong communication skills, both written and oral as well as the ability to apply empathy and resolve conflict;
• Proficiency in Microsoft Office product suite;
• Ability to work in a fast paced environment;
• Demonstrated ability to follow specific guidelines & procedures;
• Ability to problem solve, handle difficult inquiries and customer issues with little supervision.

PREFERRED QUALIFICATIONS

• Working knowledge of CRM systems.

Employees can expect to be paid a salary between $49,541.00 to $74,311.00.  Additional compensation may include a bonus or incentive compensation (if relevant).  Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc.. 

This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.

This posting will be available for application until at least 7-7-25.

## LI-Pittsburgh

## LI-AMS