IT Dispatch Coordinator (Nights - Work From Home)

Full remote - work from home

M-F, 12:00pm – 9:00pm EST (6pm - 3am SAST)

Position Overview:

We are hiring for a full-time Service Coordinator in a remote capacity. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations.

We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

What You’ll Do:

• Monitor incoming calls and tickets and ensure they are routed to the right engineer based on skill set, workload, and availability.
• Actively manage the ticket board throughout the day, ensuring every ticket has clear ownership and a next action toward resolution.
• Monitor engineer queues and workloads to identify bottlenecks, balance work, and keep tickets moving efficiently.
• Follow up on tickets in a "waiting for" status so they don't sit untouched or lose momentum.
• Reinforce strong ticket notes, documentation, and close practices so we maintain both a clean queue and the white-glove client experience we expect.
• Account for PTO, sick time, and other availability changes, reallocating work as necessary to maintain coverage and service levels.
• Review unresolved tickets at the end of each day and identify opportunities for our overnight team to continue moving work forward.

Required Qualifications:

• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Strong time management and ability to prioritize.
• Ability to thrive in a fast-paced environment and work effectively under pressure.

Additional Details:

• Fully remote, must be based in South Africa.
• Permanent contract - working from home, equipment provided.

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