About this role
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.