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.
Two openings:
- M-F, 8:00am – 5:00pm EST (2pm - 11pm SAST)
- M-F, 12:00pm – 9:00pm EST (6pm - 3am SAST)
Requires strong problem-solving, communication, time management, prioritization, attention to detail, and the ability to work effectively under pressure in a fast-paced environment.
Key Responsibilities
- routing tickets
- balancing workloads
- managing queues
Job Details
- Category: Information Technology
- Seniority: No Prior Experience Required
- Commitment: Full Time, Contract
- Workplace: Remote — Johannesburg, Gauteng, South Africa
- Salary: ZAR 216,000 – 252,000 / year
- Languages: English
About Uptime Solutions Ltd
An information technology services provider delivering technical support and solutions to organizations. — Industry: Information Technology