ISP Coordinator

SUMMARY:
Our client is a leading network infrastructure company specializing in the design and construction of fiber networks. Operating across multiple states in the USA, they play a key role in broadband expansion projects, delivering end-to-end solutions with a strong focus on customer service, reliability, speed, and quality.

POSITION INFO:
Job Overview
The ISP Coordinator is an administrative operations role responsible for supporting the scheduling of new fiber-to-the-home (FTTH) installations in the residential sector. This includes confirming appointments with customers, dispatching technicians, updating internal systems, and initiating authorizations (locates) for internal bury drops with the relevant authorities. This role requires strong coordination skills between various internal and external stakeholders across various platforms and teams. The ISP coordinator plays a crucial role in ensuring successful installations for the business and its customers.

Required Experience & Skills

• Must have a matric or equivalent qualification
• Telecommunications or fiber maintenance background
• A strong command of spoken English
• Willing to work night shifts to align with USA business hours
• Proficiency with dispatch and contractor coordination using operational systems and Excel-based tracking tools
• Strong organizational and customer service skills
• Proficiency in Excel and operational support tools
• Ability to manage competing priorities and support multiple teams
• Ability to work effectively with internal and external field teams

• Confirm fiber installation appointments with customers
• Set up customer reminders (calendar invites, texts, phone calls, etc.) for their upcoming fiber installation
• Manage and document all work on the systems provided
• Call in and track locates for internal fiber bury drops
• Support technician coordination and rescheduling
• Follow through on all jobs until completion
• Ensure any failed installations are properly recorded for reporting purposes
• Maintain accurate records across platforms
• Verify contractor invoices and work completion per the agreements
• Attend daily scheduling calls and any other operational meetings as required

• This is a full-time, non-exempt position based on a 40-hour work week.
• Primarily based in the office around Melrose, Johannesburg.
• Working hours:
  • 2:00 PM to 11:00 PM (Monday to Friday) – From the 2nd Sunday of March until the 1st Sunday of November
  • 3:00 PM to 12:00 AM (Monday to Friday) – From the 1st Sunday in November until the 2nd Sunday of March
  • US public holidays will apply. South African public holidays will not apply
  • 15 days of leave