1. Must be Sydney based; Hybrid setup (WFH +Up to 2 days/week onsite)
2. Min. 12 months contract (w/ potential contract extension)
3. Approx $300-365/day (incl. super + laptop + training)
Are you interested in pursuing your career in the IT industry & working with the world's leading Cloud Software Company? Here's your chance to join a highly regarded Technical Support team & learn from Industry Experts.
Our client is changing the way people work. They help modern enterprise operate faster and become more scalable than ever before.
Position Overview:
We are seeking a self-motivated Resource Management Representative who will be able to manage the queue of incident cases raised by local customers & direct them to the appropriate SME's in the Tech Support Delivery team.
The RMR will be responsible for 2 Primary areas:
4. Assignment of incidents or cases to the support organization.
5. Workforce scheduling of support teams.
Duties include:
6. Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization
7. Work with tools, other dispatchers, team leads, and managers to determine the best SME to handle the incident
8. Seek to evenly distribute the workload as well as allow for case assignments to meet SLA's
9. Monitor incoming queues and transfer queues for new incidents and incidents that need to be re-assigned
10. Schedule technical resources on the Company Workforce Management portal
11. Work with managers to build team schedules
Skills:
12. Has worked in a similar capacity within a Customer Service or Customer/IT Support environment
13. Previous experience working with Resource Automation systems or softwares
14. Familiarity with Rostering, Scheduling or Dispatch toolsets
15. Demonstrated knowledge of technical systems & environments
16. Experience with ITSM platforms would be an advantage (e.g Servicenow, Salesforce, Jira etc.)
17. Must be a multi-tasker with strong prioritization & negotiation skills
18. Strong English communication skills
Education:
19. Bachelor's degree in computer science or other relevant fields; or equivalent industry experience.
What awaits you: You can look forward to an exciting & innovative tech culture, state of the art facilities, very supportive environment, flexible WFH/Hybrid setup & the opportunity to learn from Industry experts.
*Please Note: All candidates Must be local to AU & will need to be Perm Residents or Citizens
Who we are:
Real Time has been Australia's leading Tech Recruitment agency for 30 years, partnering with only the most exciting clients & projects in Australia!
https://www.realtimeaustralia.com/
APPLY below or email vanessa@realtimeaustralia.com and we'll be in touch with you right away!