Overnight Dispatcher - 20756

Operational Handoff: Deliver a clear, comprehensive written operational summary covering all open tickets, active technician statuses, and pending items by 7:15 AM Pacific Time.

Schedule Release: Prepare and release the next-morning schedule so the incoming US day shift opens dispatched rather than triaging open queues.

Dispatch Experience: 3+ years of dispatch, emergency, or operations-desk experience, including at least 1 year on an after-hours or 24/7 emergency desk. Experience supporting US-based clients, geography, and time zones is mandatory.

Daily Working AI Fluency: Demonstrated daily mastery of Claude, ChatGPT, or equivalent AI assistants to draft communications, pull service histories, write handoffs, and audit ticket notes. (Note: AI prompting speed, context accuracy, and data security compliance will be tested live during the interview process).

Decisive Operational Judgment: The confidence to make critical operational decisions independently (e.g., deciding whether to wake a technician at 3:00 AM) without escalation or hand-holding.

Technical Stack Familiarity: Hands-on experience with BuildOps, ServiceChannel, Econz, or proven ability to master new dispatch, CMMS, and portal platforms rapidly.

Communication Mastery: Outstanding, fluent, and easily understood spoken and written English, paired with a calm, authoritative phone presence when handling stressed store managers.

Contractual Eligibility: Legally eligible to contract with a US company from your country of residence (South Africa or Latin America).

Facilities maintenance or trades background (HVAC, commercial refrigeration, plumbing, electrical).

Experience supporting national US retail, grocery, or pharmacy accounts.

Conversational Spanish skills (useful for communicating with a portion of the technician roster).

Private & Quiet Space: A dedicated, fully isolated home office workspace with zero background noise during client calls.

High-Speed Network: Fixed-line fiber or high-speed broadband connection (minimum 50 Mbps download / 10 Mbps upload) plus a reliable mobile data backup.

Power Redundancy: Continuous battery backup system (inverter/UPS) capable of powering your full computer setup, monitors, and fiber router seamlessly through extended power outages (e.g., loadshedding in South Africa).

SLA Compliance & Response Time: Achieving 100% adherence to client SLA response times and P1 escalation protocols.

Data & NTE Accuracy: Zero client billing errors, wrong site addresses, or unauthorized NTE overages resulting from missed details.

Seamless Handoff Execution: Delivering thorough, error-free morning handoffs and schedule releases to the US day team by 7:15 AM Pacific Time every shift.