Resource Coordinator – Technology Solutions
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Job Description
Resource Coordinator managing client interactions and service requests for engineering teams. Ensuring effective ticketing, resource coordination, and communication for optimal service delivery.
Responsibilities:
- Responsible for serving as the first point of contact for all clients interacting with our engineering teams through incoming service requests
- Priority-based ticketing and triage of new client support requests submitted through email, phone, or client portal
- Ensure that incoming tickets contain the information needed to properly assign to an engineer
- Verify that issue resolution is documented and communicated with the client
- Coordinate appropriate engineering resources to work client issues and ensure proper service delivery and adherence to service level agreements (SLAs)
- Engage with and schedule appropriate resources (including third-party companies) to work client tickets and projects
- Creatively address, document, and manage deviations from the initial ticket or project plan and coordinate changes with the client
- Take necessary steps to remedy any less-than excellent service problems or outcome when involved in a ticket or project
- Time entry and accurate tracking of work on client tickets is critical to our success
- Demonstrate a high level of organization, efficiently handling a variety of tasks and responsibilities while maintaining a high standard of quality
- Exhibit the ability to adapt quickly to new topics, technology, and processes to address emerging needs and opportunities for our clients
- Establish and maintain positive working relationships with stakeholders in other internal departments including Sales, Operations, Managed Services, Risk Management, and others
- Demonstrate excellent communication skills, effectively conveying technical concepts to individuals with varying levels of computer expertise
Requirements:
- High school diploma or equivalent required; Associate degree or higher preferred
- 3+ years of resource coordination, scheduling, dispatch, and/or logistics experience
- Experience working in an IT-related environment desired
- Experience working in a priority-based dispatch model preferred
- Proven ability to coordinate multiple tasks and people simultaneously, ensuring good communication and client satisfaction
- Empathy and the ability to connect with clients and provide appropriate answers during various stages of the service delivery process
- Excellent communication skills, both written and verbal
- Ability to speak and write about technical issues for both technical and non-technical audiences
- Ability to build relationships and ask questions that elicit positive responses
- The ability to engage with people and have meaningful discussions
- Demonstrated ability to set and meet goals, assess resource needs, develop schedules, and monitor and communicate status and next steps
- Experience with Rehmann Technology Solutions mainline productivity applications desired (Project management software/concepts, Microsoft Office, ConnectWise, etc.)
- Some familiarity with IT infrastructure, networks, and systems engineering concepts is a plus
- Ability to work independently and as part of a team, with a strong sense of accountability and ownership
- Flexibility and adaptability to changing priorities and requirements, with the ability to think on your feet and make sound decisions under pressure
- Strong problem-solving skills, with the ability to analyze complex situations and develop creative solutions
- Advanced time management skills with a proven ability to meet deadlines
- Ability to work well under pressure
Benefits:
- Benefits focused on physical and mental health
- Paid time off for volunteering and diversity-related activities
- Flexible work arrangements
- Exceptional support, encouragement, and guidance from colleagues and leadership
- Programs and benefits that encourage growth and development
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