24/7 Customer Support & Service Desk Coordinator

About Reboot Monkey Reboot Monkey is a global leader in data center services, operating in 166 countries and over 2,300 cities worldwide . Our mission is simple but ambitious: "3 engineers within 1 hour of every data center globally." We provide comprehensive data center services including remote hands, smart hands support, colocation management, cross-connects, and hardware procurement. As a rapidly growing company, we're building the infrastructure that keeps the world's data centers running 24/7. The Role We're looking for a Customer Support & Service Desk Coordinator to serve as the front-line contact for our global data center operations. You'll be the critical first point of contact when clients call with urgent requests—from smart hands dispatches to emergency escalations. This is a 24/7 operation , and we need dedicated professionals across multiple time zones to ensure seamless global coverage. Key Responsibilities 24/7 Customer Support - Answer customer calls and tickets on a shift-based schedule across time zones Request Management - Log and triage all incoming requests in our ticketing system (Jira) Technician Dispatch - Coordinate and dispatch Data Center Technicians for smart hands jobs globally Field Coordination - Work with field engineers across 166 countries to ensure timely service delivery Escalation Management - Route urgent issues to on-call management and technical teams SLA Tracking - Monitor and ensure compliance with service level agreements Customer Communication - Maintain clear, proactive communication throughout the ticket lifecycle Technical Troubleshooting - Provide basic remote guidance to field engineers on common issues Documentation - Maintain detailed ticket notes and knowledge base articles What We Need Location Preference: We strongly prefer candidates based in Eastern Europe (Romania, Poland, Serbia, Bulgaria, Czech Republic, Hungary, Croatia, Baltics). Remote role - work from anywhere with reliable internet, but timezone overlap with CET/EET is important. Required Qualifications Excellent English communication - Professional phone and written communication skills are essential Service desk experience - Background in IT service desk, NOC, or customer support operations Ticketing system proficiency - Hands-on experience with Jira, ServiceNow, Zendesk, or similar platforms Data center knowledge - Understanding of data center operations including servers, networking, cabling, power systems Pressure management - Calm and effective during high-stress situations and emergency calls Reliable remote setup - Stable internet connection and quiet workspace suitable for professional calls Shift availability - Willing to work rotating shifts to provide 24/7 coverage (night/weekend shifts required) Nice to Have ITIL certification (Foundation or higher) NOC experience - Network Operations Center or data center operations background Multilingual - French, Spanish, Arabic, German, Portuguese, or other languages are highly valuable Dispatch experience - Prior work coordinating field technicians or dispatch operations Technical certifications - CompTIA A+, Network+, or data center certifications Crisis management - Experience handling major incidents or outages What We Offer Fully remote position - Work from anywhere in the world Shift premiums - Additional compensation for night shifts and weekend coverage Critical role - Be the backbone of global data center operations Career progression - Growth opportunities into Team Lead, NOC Manager, or Operations Manager roles Global impact - Support critical infrastructure across 166 countries Training provided - Comprehensive onboarding on our systems and processes Diverse team - Work with a truly international team spanning multiple continents If you thrive in a fast-paced environment, have a passion for customer service, and want to be part of a mission-critical global operation, we want to hear from you. 2+ years of experience in customer support, service desk, or technical helpdesk roles Excellent written and verbal communication skills in English Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk) Ability to work rotating shifts including nights, weekends, and holidays (24/7 coverage) Strong problem-solving skills and ability to remain calm under pressure Experience with SLA management and escalation procedures Basic understanding of IT infrastructure (networking, servers, data centers) is a plus Strong organizational skills and attention to detail Customer-first mindset with a proactive approach to issue resolution