Dispatch Service Coordinator

About the role

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.

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

Requirements

• 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

Schedule

• Two openings:
• M–F, 8:00 am – 5:00 pm EST
• M–F, 12:00 pm – 9:00 pm EST

Pay

$20.00 – $25.00 / hour

Fully remote; must be based in the U.S.

Technical background is not required.