Service Coordinator / Dispatcher

We are looking for a highly organized and customer-focused Service Coordinator / Dispatcher to join a professional IT services team. In this role, you will coordinate service requests, schedule technical resources, and serve as the primary communication link between clients and the support team. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys keeping operations running smoothly. Duties / Task to perform Answer and direct incoming phone calls in a professional and courteous manner. Coordinate and schedule IT service requests and appointments for multiple technical team members. Process incoming service requests received via email, phone, manual entry, or client submissions. Schedule internal and field technicians using the organization's ticketing platform. Serve as the primary point of contact for clients, providing timely updates on service requests and 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 to management. Assist with basic billing and software licensing reconciliation tasks. Maintain office supply inventory and coordinate ordering when needed. Contribute to improving client satisfaction, operational efficiency, and overall service delivery. Excellent verbal and written communication skills. Strong attention to detail and organizational abilities. Basic computer and operating system knowledge. Strong customer service and interpersonal skills, including active listening and professional telephone etiquette. Understanding of IT service environments and the ability to coordinate multiple support resources. Ability to manage schedules and prioritize multiple tasks simultaneously. Fast and accurate typing skills for service request documentation. Self-motivated with the ability to perform effectively in a fast-paced environment. Critical thinking and effective problem-solving skills. Proactive mindset with a strong focus on delivering a positive customer experience. Ability to collaborate effectively with both clients and internal teams. 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. Schedule & availability: Monday through Friday | 8:30 AM – 5:30 PM | GMT -5:00 (Eastern Time – US & Canada, Bogotá, Lima) 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 📌 Before You Apply, Please Read: At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear: ⏰ These are professional roles with set schedules defined by the client. Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours. 🤝 You will be part of the client’s team. You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration. 📈 KPIs and goals matter. Your performance will be measured to ensure alignment with client expectations and project objectives. 🧑‍🏫 Training may be required. You might need to complete training to fully understand your role, tools, and client processes. 🎯 Commitment and responsibility are essential. We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships. 🚀 Ready to grow your career with us? Apply only if you are ready to commit, learn, and take ownership of your role.