Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients who are hedge funds and other investment firms. We have grown 100% year over year since inception through our uncompromising focus on service. We value ownership, execution, growth, and intelligence. We are looking for people who can thrive in and contribute to this environment while putting the customer first.

As a Resource Coordinator your primary goal will be to ensure that engineers in the support department are being utilized to their full capacity and that any issues of scheduling and coordination of work are addressed. Specific responsibilities in support of this goal are summarized below. Other duties of a broadly organizational nature will be assigned as needed. This position reports to the Resource Coordination Manager and has growth potential in either a technical direction or a management one, depending on your aptitudes and company needs.

RESPONSIBILITIES:

• Responsible for scheduling engineering calendars and tickets for a global support organization across several time zones.

• Coordinating all IT resources to drive completion of tasks and ensure efficient resource utilization.

• Coordinating scheduling of work with internal resources and client contacts.

• Scheduling internal and onsite technical resources in our ticketing system (ConnectWise Manage).

• Evaluating, prioritizing, and assigning IT support requests, following up where needed to ensure completion of outstanding items.

• Monitoring service personnel schedules to ensure support coverage and lack of scheduling conflicts.

• Monitoring resource schedules to ensure prompt service delivery and time entry on service requests.

• Ensuring ticket deadlines are met

• Keeping customers informed of scheduling or service changes or outages

• Ensuring client satisfaction and resolving complaints

• Surveying clients to measure client satisfaction

• Efficiently communicate through instant message, phone call, and ticketing system.

REQUIRED SKILLS

• Strong communication and interpersonal skills, specifically strong customer service skills, being able to take possibly frustrated customer calls or difficult situations and find 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 multi-task in a fast-paced environment.
• English language skills sufficient for professional communication in a business environment.
• College degree or equivalent work experience.

NICE TO HAVES:

• Experience in the MSP industry.
• Experience working with MSP tools, ticketing systems such as ConnectWise Manage or similar.
• 3 or more years of customer service experience.
• Experience as a dispatcher, resource or service coordinator in any industry.