24/7 Operations Controller - Live Diagnostics & Incident Support

Confidential; Florida; On-site; USD 42,000 - 62,000; Full time

Job summary

Confidential operates a 24/7 Operations Center for a large auto manufacturer. The role involves assisting drivers and passengers during breakdowns or collisions using live data, remote diagnostics, and real-time communication to provide instructions and reassurance.

You will triage incidents, coordinate with emergency response teams, and maintain accurate case records while working rotating shifts and meeting high-pressure demands.

Qualifications

• Live in commuting distance to North Lauderdale, FL office.
• 1+ year in a live, high-pressure role combining technology and customer contact.
• Strong spoken communication and de-escalation skills.
• Comfortable with multi-screen tools and fast decisions on incomplete information.
• Able to work rotating 24/7 shifts and pass a background check.

Responsibilities

• Take escalated breakdown and incident cases and use remote diagnostics to resolve them.
• Speak with drivers and passengers live during breakdowns or collisions, giving clear instructions and reassurance.
• Triage incidents and vehicle emergencies, assess urgency and log incidents.
• Escalate collisions and safety events to the emergency response team and coordinate with customer support.
• Keep case records accurate and complete for every interaction.

Skills

Technical aptitude

De-escalation

Empathy

Communication

Decision making

Job description

Confidential operates a 24/7 Operations Center for a large auto manufacturer. The role involves assisting drivers and passengers during breakdowns or collisions using live data, remote diagnostics, and real-time communication to provide instructions and reassurance.

You will triage incidents, coordinate with emergency response teams, and maintain accurate case records while working rotating shifts and meeting high-pressure demands.