Resource Coordinator

Position Name: Resource Coordinator
Reports to: Resource Coordinator Manager
Shift: 3 AM - 12 PM Eastern Time

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service.

We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!

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. Other duties of a broadly organizational nature will be assigned as needed. This position reports to the Resource Coordination Manager and has growth potential in either a technical direction or a management one, depending on your aptitudes and company needs. This is a remote work-from-home position.

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.

Desirable Qualities:

• 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.

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.