Job Title: Back Office Dispatcher

Location: Athens

Department: Network Operations

Reports To: Back Office Supervisor

Employment Type: Full-time

Job Overview:

We are seeking a detail-oriented and highly organized Back Office Dispatcher to join our telecommunications operations team. The successful candidate will be responsible for coordinating and dispatching field technicians, managing service requests, monitoring job progress, and ensuring efficient communication between customers, technical teams, and other departments.

Key Responsibilities:

• Receive, review, and prioritize work orders related to service installations, maintenance, and repairs.
• Dispatch field technicians based on location, availability, and skill set using workforce management software.
• Monitor real-time status of jobs and update records accordingly.
• Serve as the communication hub between field teams and network operations.
• Ensure timely escalation of service interruptions or technical issues.
• Verify job completion, ensure proper documentation, and close out work orders in internal systems.
• Maintain accurate logs and records for audits and reporting.
• Analyze dispatch metrics and suggest improvements to increase field efficiency.
• Follow company procedures and SLAs for service delivery and customer satisfaction.

Requirements:

• Previous experience in dispatching, coordination, or logistics (preferably in telecommunications or a related field).
• Excellent organizational and multitasking skills.
• Strong communication skills (verbal and written).
• Proficient in MS Office Suite and dispatching/workforce management software (e.g., Salesforce FSM, ClickSoftware, etc.).
• Ability to work under pressure in a fast-paced environment.
• Team player with a problem-solving attitude.
• High school diploma required; post-secondary education in telecommunications, logistics, or business is a plus.

Preferred Qualifications:

• Familiarity with telecom infrastructure and terminology (e.g., fiber, coax, DSL, NOC).
• Experience working with GIS systems or network topology maps.
• Knowledge of KPIs and reporting tools used in dispatch operations.