About Reboot MonkeyReboot 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 RoleWe'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 Responsibilities24/7 Customer Support - Answer customer calls and tickets on a shift-based schedule across time zonesRequest Management - Log and triage all incoming requests in our ticketing system (Jira)Technician Dispatch - Coordinate and dispatch Data Center Technicians for smart hands jobs globallyField Coordination - Work with field engineers across 166 countries to ensure timely service deliveryEscalation Management - Route urgent issues to on-call management and technical teamsSLA Tracking - Monitor and ensure compliance with service level agreementsCustomer Communication - Maintain clear, proactive communication throughout the ticket lifecycleTechnical Troubleshooting - Provide basic remote guidance to field engineers on common issuesDocumentation - Maintain detailed ticket notes and knowledge base articlesWhat We NeedLocation 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 QualificationsExcellent English communication - Professional phone and written communication skills are essentialService desk experience - Background in IT service desk, NOC, or customer support operationsTicketing system proficiency - Hands-on experience with Jira, ServiceNow, Zendesk, or similar platformsData center knowledge - Understanding of data center operations including servers, networking, cabling, power systemsPressure management - Calm and effective during high-stress situations and emergency callsReliable remote setup - Stable internet connection and quiet workspace suitable for professional callsShift availability - Willing to work rotating shifts to provide 24/7 coverage (night/weekend shifts required)Nice to HaveITIL certification (Foundation or higher)NOC experience - Network Operations Center or data center operations backgroundMultilingual - French, Spanish, Arabic, German, Portuguese, or other languages are highly valuableDispatch experience - Prior work coordinating field technicians or dispatch operationsTechnical certifications - CompTIA A+, Network+, or data center certificationsCrisis management - Experience handling major incidents or outagesWhat We OfferFully remote position - Work from anywhere in the worldShift premiums - Additional compensation for night shifts and weekend coverageCritical role - Be the backbone of global data center operationsCareer progression - Growth opportunities into Team Lead, NOC Manager, or Operations Manager rolesGlobal impact - Support critical infrastructure across 166 countriesTraining provided - Comprehensive onboarding on our systems and processesDiverse team - Work with a truly international team spanning multiple continentsIf 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 rolesExcellent written and verbal communication skills in EnglishFamiliarity 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 pressureExperience with SLA management and escalation proceduresBasic understanding of IT infrastructure (networking, servers, data centers) is a plusStrong organizational skills and attention to detailCustomer-first mindset with a proactive approach to issue resolution
