Senior Support Engineer Specialist

2 weeks ago

Antipolo City, Calabarzon, Philippines beBeeResource Full time ₱200,000 - ₱300,000

Job Overview

The Resource Coordinator is a pivotal role within our organization, responsible for optimizing the utilization of engineers in the support department.

  • Schedule engineering calendars and tickets for a global support organization across multiple time zones to ensure seamless communication and efficient resource allocation.
  • Coordinate all IT resources to drive task completion and maximize resource utilization.
  • Collaborate with internal stakeholders and client contacts to schedule work effectively.
  • Schedule internal and onsite technical resources in our ticketing system to ensure timely service delivery.
  • Evaluate, prioritize, and assign IT tasks to support requests, following up as needed to ensure prompt resolution.
  • Monitor service personnel schedules to guarantee support coverage and prevent scheduling conflicts.
  • Ensure accurate time entry on service requests and monitor resource schedules to optimize service delivery.

Key Responsibilities:

  • Meet ticket deadlines and maintain open communication with clients regarding scheduling or service changes/outages.
  • Foster exceptional customer satisfaction and resolve complaints efficiently.
  • Conduct regular client surveys to measure satisfaction levels.
  • Maintain effective communication channels through instant messaging, phone calls, and ticketing systems.

Requirements:

  • Strong communication and interpersonal skills, emphasizing excellent customer service abilities.
  • Exceptional organizational and time management skills to handle multiple tasks simultaneously.
  • Detailed-oriented approach to ensure accuracy in task execution.
  • Critical thinking and problem-solving skills to navigate complex situations.
  • Ability to multitask in fast-paced environments and adapt to changing priorities.
  • Proficiency in English language for professional communication in business settings.
  • College degree or equivalent work experience demonstrating relevant expertise.
  • Reliable internet connection for video and audio conferencing without disruptions.
  • Quiet workspace with a professional backdrop.

Preferred Qualifications:

  • Prior experience in the MSP industry.
  • Knowledge of MSP tools, including ticketing systems like ConnectWise Manage or similar platforms.
  • At least 3 years of customer service experience.
  • Background in dispatching, resource coordination, or service management in various industries.

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