Service Coordinator – Dispatcher

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Professionally answer and direct incoming phone calls with courtesy.

• Coordinate and schedule IT service requests and appointments for various technical team members.

• Process incoming service requests received through email, phone, manual entry, or client submissions.

• Arrange schedules for internal and field technicians using the organization's ticketing platform.

• Act as the primary contact for clients, providing timely updates on service requests and incident progress.

• Monitor technician schedules to ensure timely time entry and efficient resource utilization.

• Escalate any service requests that cannot be scheduled within the agreed service levels.

• Track the progress of service requests and report resource utilization and completion metrics to management.

• Assist with basic billing and software licensing reconciliation tasks.

• Maintain inventory of office supplies and coordinate ordering when necessary.

• Contribute to enhancing client satisfaction, operational efficiency, and overall service delivery.

⛳️ Requirements

• Outstanding verbal and written communication skills.

• Strong attention to detail and excellent organizational abilities.

• Basic knowledge of computers and operating systems.

• Exceptional customer service and interpersonal skills, including active listening and professional telephone etiquette.

• Understanding of IT service environments and the ability to manage multiple support resources.

• Capability to manage schedules and prioritize multiple tasks at once.

• Quick and accurate typing skills for documenting service requests.

• Self-motivated with the ability to perform efficiently in a fast-paced environment.

• Strong critical thinking and effective problem-solving abilities.

• Proactive mindset with a keen focus on delivering a positive customer experience.

• Ability to collaborate effectively with both clients and internal teams.

• Prior experience in an IT help desk, Managed Service Provider (MSP), or service dispatch environment.

• Familiarity with ticketing systems or service management platforms.

• Experience in supporting scheduling, resource coordination, or administrative operations.

🏝️ Benefits

• Fully remote work environment

• Stable, long-term collaboration

• Clear scope of responsibilities and structured workflows

• Training and onboarding support

• Opportunity to work with international teams

• Exposure to modern tools and professional processes

• Supportive and collaborative work culture

• Opportunity for skill development and career growth