Install & Troubleshooting Dispatcher

The Install & Troubleshooting Dispatcher is responsible for coordinating and scheduling field technicians for new service installations, service upgrades, and troubleshooting calls. This role serves as a central point of communication between customers, field technicians, and internal teams to ensure timely, efficient, and high-quality service delivery.

Key Responsibilities

• Schedule and dispatch field technicians for residential and business internet installations, repairs, and troubleshooting appointments
• Monitor technician routes, workloads, and job statuses to optimize efficiency and meet service-level agreements (SLAs)
• Communicate appointment details, changes, and updates to customers in a professional and courteous manner
• Serve as the primary point of contact for technicians in the field, providing job details, directions, and support as needed
• Prioritize trouble tickets based on urgency, outage impact, and customer needs
• Track job progress and update work orders accurately in dispatching, ticketing, and CRM systems
• Coordinate with network operations, engineering, and customer support teams to resolve service issues
• Handle escalations, missed appointments, and emergency service calls
• Maintain accurate records of installations, repairs, technician notes, and customer communications
• Ensure compliance with company policies, safety standards, and service procedures

Required Skills & Qualifications

• High school diploma or equivalent (associate degree or technical background preferred)
• 1–3 years of dispatching, scheduling, or customer service experience (ISP, telecom, utilities, or technical services preferred)
• Strong organizational and time-management skills
• Excellent verbal and written communication skills
• Ability to multitask and remain calm in a fast-paced, high-volume environment
• Proficiency with dispatching software, ticketing systems, and basic computer applications
• Basic understanding of internet services (fiber, wireless, cable, networking concepts) or willingness to learn
• Strong problem-solving and decision-making abilities