Overnight Dispatcher - 20756
RemoteSouth Africa
Job Summary
Manage high-stakes after-hours operations by receiving emergency calls, triaging issues against SLA tiers, and dispatching technicians based on trade expertise and drive-time logic. Secure Not-To-Exceed authorizations, maintain real-time data entry across CMMS platforms and client portals, and execute protocol escalations when P1 emergencies exceed response windows. Deliver comprehensive written operational summaries and release next-morning schedules by 7:15 AM Pacific Time to ensure seamless handoffs to the US day team. This autonomous role requires daily AI fluency with tools like Claude and ChatGPT to accelerate ticket reviews and draft communications at high velocity.
Required Qualifications
- 3+ years of dispatch, emergency, or operations-desk experience
- at least 1 year on an after-hours or 24/7 emergency desk
- Experience supporting US-based clients, geography, and time zones
- Daily mastery of Claude, ChatGPT, or equivalent AI assistants
- Hands-on experience with BuildOps, ServiceChannel, Econz, or proven ability to master new dispatch, CMMS, and portal platforms rapidly
- Outstanding, fluent, and easily understood spoken and written English
- A calm, authoritative phone presence when handling stressed store managers
- Legally eligible to contract with a US company from your country of residence (South Africa or Latin America)
- A dedicated, fully isolated home office workspace with zero background noise during client calls
- Fixed-line fiber or high-speed broadband connection (minimum 50 Mbps download / 10 Mbps upload) plus a reliable mobile data backup
- Continuous battery backup system (inverter/UPS) capable of powering your full computer setup, monitors, and fiber router seamlessly through extended power outages
Desired Qualifications
- Facilities maintenance or trades background (HVAC, commercial refrigeration, plumbing, electrical)
- Experience supporting national US retail, grocery, or pharmacy accounts
- Conversational Spanish skills
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