Service Coordinator / Dispatcher
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Freelance Latin AmericaIT Services
Colombia. Argentina. Ecuador. Chile. Mexico. Panama, Monday through Friday | 8:30 AM – 5:30 PM | GMT -5:00 (Eastern Time – US & Canada, Bogotá, Lima)Full-Time
Salary not disclosed
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Job Details
- Required Skills
- Customer serviceData entry
Requirements
- Previous experience working in an IT help desk, Managed Service Provider (MSP), or service dispatch environment.
- Familiarity with ticketing systems or service management platforms.
- Experience supporting scheduling, resource coordination, or administrative operations.
- Excellent verbal and written communication skills.
- Strong attention to detail and organizational abilities.
- Strong customer service and interpersonal skills, including active listening and professional telephone etiquette.
- Understanding of IT service environments and ability to coordinate multiple support resources.
- Ability to manage schedules and prioritize multiple tasks simultaneously.
- Fast and accurate typing skills for service request documentation.
- Critical thinking and effective problem-solving skills.
- Proactive mindset with a strong focus on delivering a positive customer experience.
- Basic computer and operating system knowledge.
Responsibilities
- Answer and direct incoming phone calls professionally.
- Coordinate and schedule IT service requests and appointments for technical team members.
- Process incoming service requests from email, phone, manual entry, or client submissions.
- Schedule internal and field technicians using the organization's ticketing platform.
- Act as the primary point of contact for clients, providing timely updates on incident progress.
- Monitor technician schedules to ensure prompt time entry and efficient resource utilization.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Track service request progress and report resource utilization and completion metrics.
- Assist with basic billing and software licensing reconciliation tasks.
- Maintain office supply inventory and coordinate ordering.
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