Job Openings at Solvo Global

We are seeking a highly organized, resourceful, and dependable Scheduler to provide after-hours support and ensure continuity of care for clients, families, and caregivers.

As the primary point of contact outside regular business hours, you will manage incoming calls, text messages, scheduling changes, caregiver call-offs, and urgent client needs. This role is critical in maintaining smooth operations and delivering prompt, professional support during evenings, nights, weekends, and holidays.

Key Responsibilities

• Answer incoming calls and text messages promptly and professionally.
• Ensure all inquiries are addressed in a timely manner.
• Handle new client inquiries and gather relevant information for follow-up.
• Route inquiries to the appropriate team for next-business-day assistance when needed.
• Manage caregiver call-offs and attendance issues.
• Communicate replacement assignments and estimated arrival times to clients and family members.
• Utilize WellSky to manage caregiver schedules, document schedule changes, update client information, and maintain accurate records.
• Monitor and manage after-hours scheduling activities within WellSky and ensure all updates are reflected in real time.
• Escalate critical situations when coverage cannot be secured.
• Provide guidance and support to caregivers during active assignments.
• Assist with questions related to care plans and service delivery.
• Document all interactions and actions taken.
• Immediately escalate safety concerns, incidents, or emergencies.
• Manage sensitive situations with empathy, professionalism, and discretion.
• Document incidents and ensure accurate handoff of information to the appropriate teams.
• Prepare shift handoff reports and notes for the next business day.
• Ensure clear communication of outstanding issues and action items.

Requirements

• 1-3 years of experience in Scheduling, Dispatch, Customer Service, Call Center Operations, Healthcare Support, Home Care, Staffing Coordination or Similar operational support roles
• Experience using WellSky scheduling software is required.
• Excellent verbal and written English communication skills.
• Ability to work under pressure while managing multiple priorities.
• Ability to remain calm and professional during urgent situations.
• Strong computer skills and accurate data entry abilities.

Preferred Qualifications

• Experience in Home Care, Healthcare Staffing, or Caregiver Coordination.
• Experience using scheduling platforms and CRM systems.
• Knowledge of incident management and escalation procedures.
• Experience working across multiple time zones.

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What You'll Do.

• Provide support via phone, email, chat, and ticketing systems

Troubleshoot and resolve issues related to:

• Windows and macOS workstations
• Mobile devices
• Printers and peripherals
• Microsoft 365 and Google Workspace
• Internet connectivity and network performance
• Routers, modems, Wi-Fi, switches, and access points
• User account access and permissions
• Diagnose and resolve technical issues on first contact whenever possible
• Log, prioritize, and manage support tickets in accordance with SLAs
• Escalate complex issues to higher-level support teams with proper documentation
• Support onboarding and offboarding activities
• Monitor alerts and respond to system notifications
• Maintain accurate records of incidents, resolutions, and customer interactions
• Follow operational procedures, knowledge base articles, and support guidelines
• Deliver an exceptional customer experience with every interaction

Requirements

Technical Skills.

• Knowledge of Windows and/or macOS operating systems.
• Understanding of Active Directory and user account management.
• Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).
• Experience troubleshooting internet and connectivity issues.
• Experience working with ticketing platforms such as:
• ConnectWise.
• ServiceNow.
• Zendesk.

Professional Skills.

• Strong customer service and communication skills
• Ability to multitask and manage priorities effectively
• Excellent troubleshooting and problem-solving abilities
• Strong attention to detail and documentation practices
• Ability to work independently and in a team environment
• Professional, reliable, and accountable mindset

Experience with:

• Microsoft 365 Administration
• Remote Monitoring & Management (RMM) tools
• Basic cybersecurity practices (MFA, Endpoint Protection)

Key Skills

• Technical Support.
• IT Troubleshooting.
• Networking Fundamentals.
• Internet & HSIA Support.
• Active Directory.
• User Account Management.
• Ticket Management Systems.
• Documentation & SLA Management.
• Problem Solving.
• Customer Service.
• Team Collaboration.
• Organization & Time Management.
• Continuous Learning.