• CyberNet Communications is seeking a detail-oriented, highly organized Dispatch Coordinator to oversee the planning, prioritization, and execution of technical service work. The Dispatch Coordinator will own the task management system, managing all field and technical tasks from creation through completion. The role requires a working understanding of helpdesk tickets and customer issues and how they translate into dispatched work.

  The Dispatch Coordinator will coordinate technician assignments and schedules, arrange installation visits and site access for new services, and ensure that all work is prioritized and delivered in accordance with established Service Level Agreements (SLAs). The role serves as the primary liaison between customers, technicians, and internal teams.

  Work Arrangement:

  This is a hybrid position based in Belgrade:

  Office days: Tuesday and Wednesday, at our Belgrade office

  Remote days: Monday, Thursday, and Friday

  
  

Key Responsibilities

Task Management

• Own and maintain the task management system, making sure every task is created, assigned, scheduled, and tracked through to completion
• Keep task records current and accurate, including stages, deadlines, notes, and assigned personnel
• Monitor open, pending, and overdue tasks and take corrective action to keep work on schedule
• Verify that completed work is properly documented before tasks are closed
• Maintain clear linkage between tasks and their related helpdesk tickets, projects, and customer accounts

Ticket and Issue Awareness

• Review incoming helpdesk tickets and customer issues to understand scope, urgency, and required resources
• Work with support engineers to determine when a ticket requires an on-site or remote dispatch
• Convert escalated tickets into actionable tasks with complete technical and site information
• Track recurring issues and repeat visits, and escalate systemic problems to management

New Service Installation Visits

• Schedule site surveys, installation, and activation visits for new services in coordination with the Order Coordinator
• Arrange site access with customers, building management, and third-party providers, including access to equipment rooms, MPOE, and telecom closets
• Confirm visit dates, arrival windows, access requirements, and on-site contacts with customers before each visit
• Keep the Order Coordinator informed of visit outcomes, rescheduling, and any access issues that affect delivery

Technician Management and Scheduling

• Assign work to technicians based on skill set, certification, geographic location, workload, and availability
• Prepare and maintain daily and weekly schedules for field and remote technicians
• Balance workloads across the technical team and use resources efficiently
• Give technicians complete pre-dispatch information, including site history, equipment requirements, access instructions, and on-site contacts
• Provide real-time coordination and support to field personnel during working hours
• Monitor technician performance on timeliness, completion rates, and documentation quality

SLA Compliance and Prioritization

• Prioritize tasks according to SLA commitments, business impact, and customer criticality
• Monitor SLA timelines and escalate proactively when commitments are at risk
• Adjust schedules and resources in response to outages, emergencies, and changing priorities
• Make sure high-priority and service-affecting issues get immediate attention and appropriate resources

Customer Communication

• Serve as the primary point of contact for customers on visit scheduling, site access, and service visit status
• Respond to customer inquiries by telephone and email promptly and professionally
• Notify customers proactively of appointment confirmations, arrival windows, schedule changes, and next steps

Reporting and Continuous Improvement

• Produce regular reports on task volume, SLA performance, technician utilization, and visit completion
• Identify operational bottlenecks and scheduling inefficiencies
• Recommend and implement improvements to dispatch procedures, workflows, and use of the system