24/7 Customer Support & Service Desk Coordinator

About Reboot Monkey

Reboot Monkey is a global leader in data center services, operating in 166 countries and over 2,300 cities worldwide. Our mission is simple but ambitious: "3 engineers within 1 hour of every data center globally."

We provide comprehensive data center services including remote hands, smart hands support, colocation management, cross-connects, and hardware procurement. As a rapidly growing company, we're building the infrastructure that keeps the world's data centers running 24/7.

The Role

We're looking for a Customer Support & Service Desk Coordinator to serve as the front-line contact for our global data center operations. You'll be the critical first point of contact when clients call with urgent requests—from smart hands dispatches to emergency escalations.

This is a 24/7 operation, and we need dedicated professionals across multiple time zones to ensure seamless global coverage.

Key Responsibilities

• 24/7 Customer Support - Answer customer calls and tickets on a shift-based schedule across time zones

• Request Management - Log and triage all incoming requests in our ticketing system (Jira)

• Technician Dispatch - Coordinate and dispatch Data Center Technicians for smart hands jobs globally

• Field Coordination - Work with field engineers across 166 countries to ensure timely service delivery

• Escalation Management - Route urgent issues to on-call management and technical teams

• SLA Tracking - Monitor and ensure compliance with service level agreements

• Customer Communication - Maintain clear, proactive communication throughout the ticket lifecycle

• Technical Troubleshooting - Provide basic remote guidance to field engineers on common issues

• Documentation - Maintain detailed ticket notes and knowledge base articles

What We Need

Location Preference: We strongly prefer candidates based in Eastern Europe (Romania, Poland, Serbia, Bulgaria, Czech Republic, Hungary, Croatia, Baltics). Remote role - work from anywhere with reliable internet, but timezone overlap with CET/EET is important.

Required Qualifications

• Excellent English communication - Professional phone and written communication skills are essential

• Service desk experience - Background in IT service desk, NOC, or customer support operations

• Ticketing system proficiency - Hands-on experience with Jira, ServiceNow, Zendesk, or similar platforms

• Data center knowledge - Understanding of data center operations including servers, networking, cabling, power systems

• Pressure management - Calm and effective during high-stress situations and emergency calls

• Reliable remote setup - Stable internet connection and quiet workspace suitable for professional calls

• Shift availability - Willing to work rotating shifts to provide 24/7 coverage (night/weekend shifts required)

Nice to Have

• ITIL certification (Foundation or higher)

• NOC experience - Network Operations Center or data center operations background

• Multilingual - French, Spanish, Arabic, German, Portuguese, or other languages are highly valuable

• Dispatch experience - Prior work coordinating field technicians or dispatch operations

• Technical certifications - CompTIA A+, Network+, or data center certifications

• Crisis management - Experience handling major incidents or outages

What We Offer

• Fully remote position - Work from anywhere in the world

• Shift premiums - Additional compensation for night shifts and weekend coverage

• Critical role - Be the backbone of global data center operations

• Career progression - Growth opportunities into Team Lead, NOC Manager, or Operations Manager roles

• Global impact - Support critical infrastructure across 166 countries

• Training provided - Comprehensive onboarding on our systems and processes

• Diverse team - Work with a truly international team spanning multiple continents

If you thrive in a fast-paced environment, have a passion for customer service, and want to be part of a mission-critical global operation, we want to hear from you.

• 2+ years of experience in customer support, service desk, or technical helpdesk roles

• Excellent written and verbal communication skills in English

• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk)

• Ability to work rotating shifts including nights, weekends, and holidays (24/7 coverage)

• Strong problem-solving skills and ability to remain calm under pressure

• Experience with SLA management and escalation procedures

• Basic understanding of IT infrastructure (networking, servers, data centers) is a plus

• Strong organizational skills and attention to detail

• Customer-first mindset with a proactive approach to issue resolution