Resource Coordinator

About the Position

Position Name: Resource Coordinator

Reports to: Resource Coordinator Manager

Department: Support

Location: Remote - Manila, PH

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About Atlas Technica

Atlas Technica’s mission is to shoulder IT management, user support, and cybersecurity for our clients, which include 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 in and contribute to this environment, and consistently put the customer first.

Atlas Technica offers competitive compensation, comprehensive benefits, and great perks to our global team. We strive to maintain a professional yet friendly environment while supporting the professional development and career growth of our team members. Join Atlas Technica today!

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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.
• Survey clients to measure satisfaction with the services provided.
• Communicate efficiently and professionally through instant messaging, phone calls, and the ticketing system.
• Perform additional organizational and coordination duties as assigned.

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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 that work for everyone involved.
• 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 client and internal video meetings.

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Desirable Qualities

• Experience working within the managed service provider industry.
• Experience using managed service provider tools or ticketing systems, such as ConnectWise Manage or a similar platform.
• Three or more years of customer service experience.
• Experience working as a dispatcher, resource coordinator, or service coordinator in any industry.

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Equal Employment Opportunity

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, protected veteran status, disability status, or any other characteristic protected by applicable law.

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