Service Coordinator / Dispatcher

The Service Coordinator/Dispatcher plays a crucial role in ensuring the smooth operation of IT support services by professionally handling incoming communications, scheduling appointments and service requests for multiple team members, and coordinating IT support groups. This position requires excellent communication and interpersonal skills, strong attention to detail, and the ability to manage schedules, prioritize tasks, and solve problems effectively in a fast-paced environment.

Responsibilities:

• Answer and direct phone calls in a polite and professional manner.
• Organize and schedule appointments and IT service requests for multiple team members.
• Coordination of all IT support groups to ensure maximum utilization of billable resources.
• Serve as the point of contact for internal and external clients, facilitating efficient communication.
• Pre-process service requests as they arrive through email, manual entry, or direct client input.
• Schedule internal and field technical resources using our ticketing platform.
• Manage office supply inventory, including ordering supplies and researching new deals and suppliers.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Assist service manager and director on basic billing/licensing reconciliation tasks.

• Excellent communication skills, both verbal and written.
• Strong attention to detail to ensure accuracy in all administrative tasks.
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Service awareness of all organization’s key IT services for which support is being provided
• Ability to manage a schedule of multiple team members for service delivery
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Proactive approach, aiming to create a positive experience for colleagues and visitors.
• Critical thinking and effective problem-solving skills.
• Creativity and innovation in managing and improving administrative tasks.

Schedule: Monday through Friday 8:30am-5:30pm (GMT -5-00) Eastern Time (US & Canada), Bogota, Lima

• Competitive pay in US Dollars.
• You'll get to work with some amazing, respected business professionals.
• We really value and encourage input from our team members.
• We offer different payment methods (Zelle, Face Bank, Binance)
• You'll get paid every two weeks
• We'll provide you with the necessary equipment to work: Laptop, headset, mouse, and mouse pad.
• Birthday and work anniversary celebrations.
• Alliances with many brands grant extra benefits to freelancers.
• Weekly recreation dynamics that foster a healthy work environment.