IT Dispatch Coordinator (Nights - Work From Home)

Uptime Solutions Ltd; Johannesburg; Remote; ZAR 240,000 - 360,000; Full time

Job summary

Uptime Solutions Ltd is seeking a full-time Service Coordinator to work remotely from South Africa. You will manage calls and tickets, route work to engineers, and ensure timely resolutions while maintaining high-quality client service.

The role emphasizes proactive support, strong communication, and excellent organizational skills in a fast-paced environment. A permanent work-from-home contract with equipment provided is offered.

Qualifications

• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Strong time management and prioritization abilities.
• Thrives in fast-paced environments and handles pressure well.

Responsibilities

• Monitor incoming calls and tickets and route to the right engineer based on skill set, workload, and availability.
• Manage the ticket board to ensure ownership and next actions for resolution.
• Monitor engineer queues to balance work and keep tickets moving efficiently.
• Follow up on tickets in waiting status to maintain momentum.
• Maintain clear ticket notes and documentation for a clean queue and good client experience.
• Account for PTO, sick time, and availability changes to maintain coverage.
• Review unresolved tickets daily and hand off to overnight team where needed.

Skills

Problem solving

Communication

Time management

Ability to work under pressure

Job description

Full remote - work from home

M-F, 12:00pm – 9:00pm EST (6pm - 3am SAST)

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.