Operational Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines beBeeResource Full time $55,000 - $65,000
Job Summary

The Resource Coordinator plays a pivotal role in optimizing engineer utilization and addressing scheduling and coordination challenges within the support department.

  • Schedule engineering calendars and tickets across multiple time zones for a global organization.
  • Coordinate IT resources to drive task completion and efficient resource utilization.
  • Sync work schedules with internal teams and client contacts.
  • Manage internal and onsite technical resources in our ticketing system (ConnectWise Manage).
  • Evaluate, prioritize, and assign IT support requests, ensuring timely completion of outstanding items.
  • Monitor service personnel schedules to guarantee support coverage and conflict-free scheduling.
  • Verify resource schedules to ensure prompt service delivery and accurate time entry on service requests.
  • Ensure timely ticket completion
  • Notify customers of scheduling changes or outages
  • Prioritize client satisfaction and resolve complaints
  • Survey clients to gauge satisfaction levels
  • Communicate efficiently through instant messages, phone calls, and our ticketing system.

We value initiative, execution, growth, intelligence, and camaraderie. We seek individuals who embody our Core Values, thrive in this environment, and prioritize customer satisfaction.

We offer a competitive compensation package, comprehensive benefits, and attractive perks to our global team members. Our goal is to maintain a professional atmosphere while fostering career development and growth opportunities.

This is a remote work-from-home position with potential for advancement in either a technical or management direction, depending on individual aptitudes and company needs.

The ideal candidate will possess strong communication and interpersonal skills, specifically effective customer service skills, enabling them to navigate challenging situations and find mutually beneficial solutions.

A bachelor's degree or equivalent work experience is required, along with proficient English language skills suitable for professional business communication.

Key Requirements
  • Strong communication and interpersonal skills
  • Effective organizational and time management skills
  • Attention to detail
  • Decision-making and problem-solving abilities
  • Ability to multitask in fast-paced environments
  • Proficient English language skills for professional business communication
  • Bachelor's degree or equivalent work experience
  • Reliable internet connection for uninterrupted video and audio calls
  • Quiet workspace with a professional background
Desirable Qualities
  • Experience in the MSP industry
  • Experience working with MSP tools and ticketing systems such as ConnectWise Manage
  • Three or more years of customer service experience
  • Background in dispatching, resource management, or service coordination

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