Resource Coordinator

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Organize engineering schedules and manage support tickets for a global support team operating across various time zones.

• Coordinate IT resources to facilitate task completion and ensure optimal resource utilization.

• Manage the scheduling of work in collaboration with internal teams and client representatives.

• Arrange remote and onsite technical resources via ConnectWise Manage.

• Assess, prioritize, and assign IT support requests, following up as necessary to guarantee all outstanding items are resolved.

• Oversee service personnel schedules to maintain adequate support coverage and avoid scheduling conflicts.

• Track resource schedules to ensure timely service delivery and accurate time logging on service requests.

• Ensure adherence to ticket deadlines and service commitments.

• Keep clients updated regarding scheduling changes, service updates, or outages.

• Promote client satisfaction and assist in addressing complaints or service-related issues.

• Conduct client surveys to assess satisfaction with the services provided.

• Communicate effectively and professionally through instant messaging, phone calls, and the ticketing system.

• Execute additional organizational and coordination tasks as required.

⛳️ Requirements

• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service.

• Ability to remain calm and professional when managing challenging client calls or situations, while identifying viable solutions for all parties involved.

• Strong organizational and time-management abilities.

• Keen attention to detail.

• Proficient decision-making and problem-solving skills.

• Capability to handle multiple priorities in a fast-paced setting.

• Proficiency in English sufficient for professional communication in a business context.

• A college degree or equivalent professional experience.

• A strong and reliable internet connection that allows for uninterrupted video and audio calls.

• A quiet remote working environment with a professional backdrop suitable for client and internal video meetings.

🏝️ Benefits

• Competitive compensation

• Comprehensive benefits

• Great perks

• Professional development opportunities