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TYPE OF WORK
Full Time
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SALARY
$5,400/year - $7,800/year (Paid Weekly)
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HOURS PER WEEK
40
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DATE UPDATED
Jan 28, 2026
We are a growing IT services company seeking an Operations & Dispatch Coordinator to support our client service operations.
This is a customer-facing, phone-heavy role responsible for inbound call handling, dispatch and routing, ticket maintenance, and general operational and administrative support. This position is not entry-level phone work and is not a general virtual assistant role.
Applicants should already be comfortable supporting U.S. or UK customers by phone and understand the expectations of fast-paced, professional service environments.
What This Role Involves
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- Answering inbound calls from business clients
- Quickly identifying the nature and urgency of requests
- Dispatching and routing issues to the appropriate technical staff
- Creating, updating, and maintaining service tickets
- Gathering and documenting accurate client information
- Providing general operational and administrative support as needed
Calls are often time-sensitive, and customers may be busy or frustrated. The ability to remain clear, calm, concise, and professional is essential.
Required Experience & Skills (Please read carefully)
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- Prior experience handling phone support for U.S. or UK customers
- Comfortable speaking with native English speakers at normal business pace
- Strong listening skills and the ability to guide conversations efficiently
- Organized, detail-oriented, and reliable
- Comfortable working within defined processes and escalation rules
Nice to Haves (Not Required)
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- Previous experience working with IT service providers, MSPs, or technical support teams
- Familiarity with ticketing systems (e.g., service desks, helpdesk tools, CRM-style platforms)
- Familiarity with technology-related terminology and concepts such as levels of IT support, support ticket workflow, common IT acronyms, etc.
- Experience supporting dispatch, scheduling, or on-call workflows
- Comfort assisting with basic administrative or executive support tasks
- Experience working in a structured, process-driven environment
Coverage Requirements (U.S. Eastern Time)
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This role is contracted for 40 hours per week and requires reliable service coverage during two daily coverage blocks:
6:00 a.m. – 11:00 a.m. U.S. Eastern Time
11:00 a.m. – 3:00 p.m. U.S. Eastern Time
The expectation is continuous coverage across both blocks. The contractor is responsible for coordinating any personal breaks in a way that maintains coverage and responsiveness.
This type of schedule is standard at our company and in our state. It is fixed and required.
Interview Process
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Qualified candidates will be invited to a short, live interview focused on communication clarity, call handling, and realistic dispatch scenarios. Any business and industry specific training will be provided if hired.
