Part-Time Customer Service Agent (On-call Buffer) for an IT Services Company

Ltvplus; Makati; Remote; PHP 260,000 - 521,000; Part time

Benefits offered by this job

Remote work

Overnight role

Job summary

LTVplus is seeking a Part-Time Overnight Operations Coordinator to support field operations for an IT services company. This remote, admin-focused role requires no technical IT work and acts as the overnight glue to keep night shifts running smoothly.

You will handle technician check-ins, monitor multi-site movements, and maintain clear client communication to resolve issues and prevent escalations by the morning handoff.

Qualifications

• 2–4 years of experience in customer service or field service support.
• Experience with Field Nation or similar field dispatch tools.
• Excellent verbal and written English communication skills.
• Strong organizational skills for multi-site tracking.
• Ability to work overnight with minimal supervision.
• Familiarity with ticketing and voice platforms.

Responsibilities

• Overnight check-ins and monitoring of field technicians.
• Coordinate two sites in a single night and ensure timely releases.
• Serve as primary overnight contact for issues (delays, access, etc.).
• Provide proactive client updates to prevent escalations.
• Manage site access codes and required sign-offs before shift end.
• Maintain detailed shift logs for morning handoff.

Skills

English communication

Overnight coordination

Organizational skills

Independent work

Reliability

Multi-site coordination

Client communication

Time management

Tools

Field Nation

Gorgias

Zendesk

Intercom

Ticketing systems

Voice platforms

Job description

Part‑Time Customer Service Agent (On‑call Buffer) for an IT Services Company

Customer Service ·

MRF 507769

On‑call Buffer Agent

Requirements

• 2-4 Years of Experience
• Software/platforms required: Field Nation
• Communication: Exceptional verbal and written English communication skills; highly confident handling phone calls and email updates.
• Organization: Superior organizational skills with the ability to track multiple technicians across different locations simultaneously.
• Independence: Highly self-motivated and capable of working independently with minimal supervision during overnight hours.
• Reliability: Bulletproof attendance and punctuality, which are critical given the overnight operational window.
• Execution: Comfortable following a structured operational playbook, escalation paths, and established procedures.
• Prior experience in logistics coordination, field service dispatch, or administrative operations support.
• Familiarity with ticketing and voice platforms
• Experience managing multi-tasking workflows in high-volume, time-sensitive environments.

Responsibilities

LTVplus is seeking a reliable, organized, and proactive Overnight Operations Coordinator to support field operations for an IT Services Company. This is a purely administrative role requiring no technical or IT experience. You will serve as the "overnight glue"—taking over as the daytime operations team logs off to keep night shifts running smoothly.

In this role, you will manage technician check‑ins, monitor multi‑site movements, serve as the primary point of contact for field issues (e.g., access problems, delays), keep clients updated, and ensure all jobs are properly closed out before the morning handoff.

• Check‑Ins & Tracking: Monitor and check in field technicians throughout the shift as they arrive at their designated locations.
• Multi‑Site Coordination: Track technicians assigned to two sites in a single night, ensuring they are released from the first location on time and on track for the second.
• First Line of Defense: Act as the primary overnight contact for technicians encountering issues (e.g., traffic/car trouble, delayed arrivals, locked buildings, uncooperative clients).
• Client Communication: Keep the client continuously updated overnight to resolve issues proactively and prevent unnecessary escalations.
• Access & Documentation Management: Track site release codes, confirm technicians have the necessary location access, and ensure all sign-offs and documentation are closed out before the shift ends.
• Shift Handoff: Maintain detailed shift logs so daytime leadership receives a clean, complete report every morning.

If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!

Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to:

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top‑notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats like a pro.

Your First 30-60-90 Days at LTVplus: What to Expect