Ticket Scheduler - Night Shift - 3pm to 11pm

Netsurit; Johannesburg; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A leading IT service provider is seeking a detail-oriented Ticket Scheduler to coordinate support tickets. You will work with remote technical teams to ensure service requests are handled efficiently. The ideal candidate has experience with ConnectWise PSA and strong organizational skills. This is a remote position based in Johannesburg, South Africa.

Qualifications

• Experience with ConnectWise PSA (Manage) is required.
• Prior experience working with fully remote IT support or contact center teams is strongly preferred.
• Excellent time management and organizational skills.

Responsibilities

• Monitor and manage the inbound ticket queue in ConnectWise.
• Triage tickets based on severity and client-specific SLAs.
• Schedule and assign tickets to technicians.

Skills

ConnectWise PSA

Time management

Communication skills

Customer service

Organizational skills

Job description

Overview

We are looking for a detail-oriented and highly organized Ticket Scheduler to manage and coordinate support tickets within our ConnectWise PSA system. Working with fully remote technical teams across the US, you will play a key role in ensuring service requests are handled efficiently, within SLA, and with a strong focus on prioritization and communication. This role helps drive operational excellence in our contact center environment.

Responsibilities

• Monitor and manage the inbound ticket queue in ConnectWise for our remote US-based service teams.
• Triage tickets based on severity, impact, and client-specific SLAs to ensure timely responses and resolutions.
• Schedule and assign tickets to the appropriate technicians based on skills, workload, and availability.
• Actively manage the ticket lifecycle to prevent SLA breaches both for initial response and final resolution.
• Collaborate with remote technicians to identify and resolve scheduling conflicts or resource constraints.
• Maintain clear, proactive communication with end-users regarding ticket updates, scheduling, and technician coordination.
• Prioritize VIP clients and critical incidents to ensure fast-track handling.
• Reduce ticket backlog by flagging stagnant or bottlenecked tickets and driving them to closure.
• Ensure no emergencies or high-impact issues are missed through real-time queue monitoring.
• Maintain accurate documentation in ConnectWise, including ticket statuses, time entries, and communications.
• Provide regular reporting and visibility to service leaders on ticket volume, SLA compliance, and technician performance.
• Recommend improvements to scheduling processes and ticket management workflows.

Qualifications

• Experience with ConnectWise PSA (Manage) is required.
• Strong understanding of ticketing systems, remote dispatch, and SLA-based service delivery.
• Prior experience working with fully remote IT support or contact center teams is strongly preferred.
• Excellent time management and organizational skills; capable of handling a high volume of tickets across multiple clients.
• Clear and effective communicator both written and verbal with a strong customer service mindset.
• Demonstrated ability to prioritize work under pressure and manage multiple stakeholders.
• Familiarity with IT technician skillsets to align the right resource with the right issue.
• Punctual, reliable, and self-motivated to perform in a distributed, remote work environment.