Resource Coordinator
New
A
Atlas TechnicaIT Managed Services
Kyiv, Ukraine, multiple time zonesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English-language proficiency sufficient for professional communication in a business environment.
- Experience
- Three or more years of customer service experience.
- Required Skills
- Problem SolvingCustomer serviceTime Management
Requirements
- Strong communication and interpersonal skills, including the ability to provide excellent customer service.
- Ability to calmly and professionally manage frustrated client calls or challenging situations while identifying solutions.
- Strong organizational and time-management skills.
- Strong attention to detail.
- Strong decision-making and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- English-language proficiency sufficient for professional communication in a business environment.
- College degree or equivalent professional experience.
- Strong and reliable internet connection that supports disruption-free video and audio calls.
- Quiet remote working environment with a professional background suitable for video meetings.
- Experience working within the managed service provider industry (desirable).
- Experience using managed service provider tools or ticketing systems, such as ConnectWise Manage (desirable).
- Three or more years of customer service experience (desirable).
- Experience working as a dispatcher, resource coordinator, or service coordinator (desirable).
Responsibilities
- Schedule engineering calendars and support tickets for a global support organization operating across multiple time zones.
- Coordinate IT resources to support the completion of tasks and ensure efficient resource utilization.
- Coordinate the scheduling of work with internal resources and client contacts.
- Schedule remote and onsite technical resources through ConnectWise Manage.
- Evaluate, prioritize, and assign IT support requests, following up as needed to ensure outstanding items are completed.
- Monitor service personnel schedules to maintain appropriate support coverage and prevent scheduling conflicts.
- Monitor resource schedules to support timely service delivery and accurate time entry on service requests.
- Ensure ticket deadlines and service commitments are met.
- Keep clients informed of scheduling changes, service updates, or outages.
- Support client satisfaction and assist with resolving complaints or service concerns.
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