Service Delivery Dispatcher (International Voice Process)

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Location:

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Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be in Hyderabad WFO India but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

Job Overview

Key Responsibilities

• Handle inbound and outbound calls with clients and vendors to capture correct contact details before assigning tickets to technicians.
• Assign tickets based on technician skill set, priority, client availability, and contractual requirements.
• Verify that all tickets contain proper client information, contact details (email and phone), and contract references.
• Check the remote management tool for system health issues before assigning a ticket to a technician.
• Provide first-level assistance to clients on minor technical issues such as password resets, Outlook setup on mobile, or basic connectivity checks.
• Ensure tickets are acknowledged, updated, and closed within SLA timelines.
• Conduct ticket roundups twice daily with agents to review progress, SLA adherence, high-age tickets, and required escalations.
• Escalate overdue, high-priority, or recurring issues to higher levels or management where appropriate.
• Manage shift handoffs effectively, ensuring no pending tickets are left unattended.
• Keep clients informed regarding progress, delays, or rescheduling of service calls.
• Highlight tickets that breach SLA, repeat frequently, or contain escalation keywords for management review.
• Ensure all tickets are triaged and properly dispatched before shift closure.

Technical Knowledge

• Familiarity with Microsoft 365, including performing password resets through the Admin Center.
• Basic understanding of Active Directory for user account management.
• Basic knowledge on technology / understanding of network devices such as modem, switch, firewall, access-point.
• Ability to use remote monitoring and management (RMM) tools to identify simple system issues.

Qualifications

• 4-5 years of experience in service coordination, IT dispatching, or help desk operations.
• Strong communication worked with

  International Clients

  , organizational, and multitasking abilities.
• Experience using PSA or ticketing systems (e.g., HaloPSA, ConnectWise, or similar).
• Attention to detail in data entry and client updates.

Core Competencies

• Customer Service Orientation
• Technical aptitude for basic IT troubleshooting
• Time management and prioritization
• Team collaboration
• SLA and process compliance