Responsibilities
- Responsible for scheduling engineering calendars and tickets for a global support organization across several time zones.
- Coordinating all IT resources to drive completion of tasks and ensure efficient resource utilization.
- Coordinating scheduling of work with internal resources and client contacts.
- Scheduling internal and onsite technical resources in our ticketing system (ConnectWise Manage).
- Evaluating, prioritizing and assigning IT to support requests, following up where needed to ensure completion of outstanding items.
- Monitoring service personnel schedules to ensure support coverage and lack of scheduling conflicts.
- Monitoring resource schedules to ensure prompt service delivery and time entry on service requests.
- Ensuring ticket deadlines are met
- Keeping customers informed of scheduling or service changes or outages
- Ensuring client satisfaction and resolving complaints
- Surveying clients to measure client satisfaction
- Efficiently communicate through instant messages, phone calls, and a ticketing system.
Requirements
- Strong communication and interpersonal skills, specifically strong customer service skills, being able to take possibly frustrated customer calls or difficult situations and find solutions that work for everyone involved.
- Strong organizational and time management skills.
- Strong attention to detail.
- Strong decision-making and problem-solving skills.
- Ability to multi-task in a fast-paced environment.
- English language skills sufficient for professional communication in a business environment.
- College degree or equivalent work experience.
- Strong and stable internet connection to allow for disruption-free video and audio calls
- Quiet environment with a professional background.
Nice to Have
- Experience in the MSP industry.
- Experience working with MSP tools, ticketing systems such as ConnectWise Manage or similar.
- 3 or more years of customer service experience.
- Experience as a dispatcher, resource, or service coordinator in any industry.
Benefits
- Competitive salary
- Comprehensive benefits
- Great perks
Work Arrangement
Remote (Worldwide)
Team
Structure: Global support organization across several time zones. Reports to: Resource Coordinator Manager
Additional Information
- Shift: 8 am - 5 pm Eastern Time
- English language skills required for professional communication
- Remote work-from-home position
- Quiet environment with a professional background required
- Strong and stable internet connection required
