Resource Coordinator // Customer Support (offline) to $1200

As a Resource Coordinator your primary goal will be to ensure that engineers in the support department are being utilized to their full capacity and that any issues of scheduling and coordination of work are addressed. Specific responsibilities in support of this goal are summarized below.
This position has growth potential in either a technical direction or a management one, depending on your aptitudes and company needs.
Current schedule we’re looking for is Los Angeles shift:
• 19:00 — 04:00


RESPONSIBILITIES:
— 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 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 message, phone call, and ticketing system.


PRIMARY 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.


WE OFFER:
— Full time employment
— Taxes and SSP coverage
— Salary review once a year
— Regular knowledge-sharing talks
— Mentorship throughout the onboarding process
— Process orientedness and thoroughly documented knowledgebase
— 28 days PTO = 24 cd (18 wd) for vacations + 10 wd for sick leaves
— Full remote work regime

About Atlas Technica

There is a clear need among hedge funds and other alternative industry firms for an IT provider that will put service first. Atlas Technica's mission is to shoulder the burden of IT management, user support and security compliance for our clients, so the firm can focus on investments and other areas of business management.

Most of the providers in the industry are notoriously famous for very high turnover, resources constraints, growing pains and being very reactive. This ends up forcing the client to take over a lot of the overhead of micromanaging their IT provider. These are all the things that Atlas Technica wants to change and become the industry's first purely service focused provider.

Company website:
https://atlastechnica.com

DOU company page:
https://jobs.dou.ua/companies/atlas-technica/