IT Dispatch Coordinator

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)