Resource Coordinator

Job summary
As a Resource Coordinator at Atlas Technica, your goal will be to ensure optimal utilization of engineers in the support department and address scheduling and coordination issues.This is a remote work-from-home position that offers growth potential in technical or management roles.Join Atlas Technica now and contribute to a professional yet friendly environment while putting the customer first.
Job seniority: mid-to-senior level
Responsibilities
• Schedule engineering calendars and tickets for a global support organization across different time zones.• Coordinate IT resources to drive task completion and ensure efficient resource utilization.• Coordinate scheduling of work with internal resources and client contacts.• Schedule internal and onsite technical resources in ConnectWise Manage ticketing system.• Evaluate, prioritize, and assign IT support requests, following up to ensure completion.• Monitor service personnel and resource schedules to ensure prompt service delivery.• Keep customers informed of scheduling or service changes/outages.• Ensure client satisfaction and resolve complaints.• Survey clients to measure satisfaction.• Efficiently communicate through instant messages, phone calls, and a ticketing system.
Requirements
• Strong communication and interpersonal skills, including strong customer service skills.• 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.• Proficient in English for professional communication in a business environment.• College degree or equivalent work experience.• Strong and stable internet connection for disruption-free video and audio calls.• Quiet environment with a professional background.
Key Skills Needed
• Experience in the MSP industry.• Experience working with MSP tools and ticketing systems (e.g. ConnectWise Manage).• 3 or more years of customer service experience.• Experience as a dispatcher, resource, or service coordinator in any industry.