Dispatcher

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

MKS2 is searching for an Operations Analyst (Level 1) to join our team as soon as possible! Come support our Fortune 200 client, a leader in clean energy, as an on-site contractor in Herndon, VA!

As an Operations Analyst, you will monitor and dispatch outage trouble calls, analyze outage calls as received to determine the location of the issue, prioritize all emergency work, coordinate outage and non-outage work for first responders, and speak with customers directly to determine power issues. Must be a great multitasker with solid computer-based skills and prior data analysis experience. Looking for those who are open to coaching and additional training, as needed, as there is much to learn in this position and on this team!

Rate: $25 per hour

Location: Fully onsite in Herndon, VA

Duration: One (1) year contract - Potential to extend/convert based on business need and contractor performance

Schedule: Must be able to support rotating shift work on an eight (8) week schedule

Please Note: Overtime may be required - Weather situations dictate OT, as well as vacant shift coverage to ensure staffing levels are adequate for the team

Quick description of the role or project story (What this role will be doing):
o Gathers and analyzes customer calls and various computer data to determine location and cause of power outages
o Efficiently dispatches first response personnel and repair crews to provide quick and logical response to outages and emergency situations
o Schedules and manages other non-emergency customer-related work in a timely and cost-effective manner to ensure superior customer service
o Accurately reports outages to customers’ accounts
o Accurately manages Estimated Restoration Times to customers
o Provides accurate and timely information to customers, and first line resolution to customer complaints
o Provides timely and accurate data for continual Service Reliability improvements

What are the top (at least 3 if possible) “must have” skill sets (technical/functional) which are required?
1. Verbal & Written communication skills
2. Good computer skills & proficiency working in various software applications
3. Problem resolution & analytical thinking

This position does require heavy customer service skills. Prior experience in high-volume call centers and/or dispatch centers (emergency or otherwise) is highly preferred. We are looking for energetic and personable individuals who have great customer service personalities, who can easily speak with customers and field workers throughout the entirety of each shift while maintaining a consistent, positive attitude, even during stressful or busy situations.

Experience/Education Requirements:

• High school diploma or GED required

• One (1) year of call center and/or dispatch experience required

• Experience with data analysis - must have the ability to determine the appropriate course of action after reviewing multiple sources for information

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.