Dispatch Service Coordinator
Department: Support Engineer
Employment Type: Full Time
Location: Remote
Compensation: $20.00 - $25.00 / hour
Description
We are hiring for a full-time Dispatch 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
Key Responsibilities
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 the US
Two openings:
M-F, 8:00am – 5:00pm EST
M-F, 12:00pm – 9:00pm EST
Ability to thrive in a fast-paced environment and work effectively under pressure
Technical background is not required