Remote
South Africa
Full-Time
8:00 AM - 5:00 PM (Mountain Time)
JOB DETAILS
JOB DETAILS
Job description
Position Overview:
qnectU is a premier Managed IT Services Provider based in the United States, renowned for delivering cutting-edge IT, Cybersecurity, and Compliance Solutions to businesses of all sizes. Our South African company, Uboni SA (Pty) Ltd., is currently seeking a strong and talented dispatcher to join our team remotely from South Africa.
In this role, you will work closely with clients and the tech team to triage tickets, ensuring SLAs are met, and client satisfaction is maintained at the highest level. The position combines elements of project management and customer service, requiring exceptional organizational, communication, and motivational skills. This is a full-time, permanent employment position (NOT contract work).
Duties and Responsibilities:
Client Communication and Ticket Management:
Answer incoming calls and emails from clients promptly and professionally.
Create detailed and accurate tickets in the PSA (Professional Services Automation) system based on client-reported issues.
Assign and route tickets to the appropriate technician based on skill level, availability, and priority.
Communicate ticket updates, resolutions, and timelines to clients in a clear and courteous manner.
Proactively follow up with clients to ensure their needs are being met and issues are resolved to satisfaction.
Team Coordination and Motivation:
Act as the liaison between clients and the technical team, ensuring clear communication and alignment on priorities.
Monitor technician workload and adjust ticket assignments as needed to maintain efficiency.
Motivate technicians to meet deadlines, maintain quality standards, and adhere to SLAs.
Escalate critical or overdue tickets to management for resolution.
Assist with scheduling on-site visits, project work, and after-hours support.
Project Management and Workflow Optimization:
Prioritize tickets based on urgency, SLA requirements, and client impact.
Track ticket progress and ensure consistent updates are provided within the PSA system.
Identify recurring issues and coordinate with the technical team or management to implement proactive solutions.
Suggest improvements to ticketing processes and workflows to enhance operational efficiency.
Administrative and Reporting Duties:
Maintain accurate and up-to-date client records in the PSA system.
Ensure client data changes are synced with marketing and accounting systems.
Prepare and distribute daily, weekly, or monthly reports on ticket status, SLA compliance, and team performance.
Key Qualifications:
Education:
High school diploma or equivalent (Associate's or Bachelor's degree preferred).
Experience:
Minimum of 1-2 years in a dispatcher, project coordinator, or customer service role within an MSP or IT services company.
Experience with PSA tools (e.g., ConnectWise, Autotask) is highly desirable.
Skills:
Strong project management and organization abilities.
Exceptional customer service and communication skills.
Ability to coordinate with technical teams.
Proficiency with ticketing systems and familiarity with IT terminology.
Problem-solving mindset and ability to handle high-pressure situations effectively.
Work Environment:
This is a remote position based in South Africa. The role requires working U.S. business hours, in a dynamic and fast-paced environment where prioritization and adaptability are key.
Why You’ll Love Working With Us:
Competitive Salary: Enjoy a lucrative compensation package designed to recognize your expertise and experience.
Remote Freedom: Work from anywhere in South Africa while staying connected with a dynamic and supportive remote team.
Career Advancement: Benefit from abundant opportunities for professional growth and career progression with a leading IT services provider.
Personal Fulfillment: Engage with top-tier clients and feel good knowing that you play a crucial role in facilitating the team's success.
Ready to Join Our Team?
If you're a passionate and experienced Dispatcher, or have project management/customer service experience, and are eager to join a fast-growing company, we want to hear from you!
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