Scheduling Specialist

17 hours ago

Tarlac City, Central Luzon, Philippines beBeeCoordinator Full time $50,000 - $70,000
Job Title: Resource Coordinator

As a key member of our support team, the Resource Coordinator plays a pivotal role in ensuring that our engineers are utilized to their full capacity. This involves coordinating schedules and addressing any issues related to scheduling and coordination of work.

This position reports directly to the Resource Coordination Manager and offers growth potential in either a technical or management direction, depending on individual aptitudes and company needs. It is a remote work-from-home position.

The primary goal of this role is to guarantee efficient resource utilization and ensure that any service requests are completed promptly and effectively. The coordinator will be responsible for evaluating, prioritizing, and assigning IT support requests, as well as communicating with customers through various channels such as instant messaging, phone calls, and ticketing systems.

  • Evaluating and prioritizing IT support requests to ensure prompt completion.
  • Communicating with customers through various channels to provide updates and resolve complaints.
  • Ensuring accurate scheduling and time entry for service requests.
  • Maintaining a high level of customer satisfaction through effective communication and issue resolution.
Responsibilities:

Some of the specific responsibilities associated with this role include:

  1. Responsible for scheduling engineering calendars and tickets for a global support organization across multiple time zones.
  2. Coordinating all IT resources to drive completion of tasks and ensure efficient resource utilization.
  3. Coordinating scheduling of work with internal resources and client contacts.
  4. Scheduling internal and onsite technical resources in our ticketing system (ConnectWise Manage).
  5. Monitoring service personnel schedules to ensure support coverage and lack of scheduling conflicts.
  6. Monitoring resource schedules to ensure prompt service delivery and time entry on service requests.
Requirements:

To succeed in this role, candidates must possess the following skills and qualifications:

  • 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.
  • Strong and stable internet connection to allow for disruption-free video and audio calls
  • Quiet environment with a professional background.
Desirable Qualities:

The following qualities are highly desirable for this role:

  • 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.

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