Resource Coordinator

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

ECI has an exciting opportunity for a Resource Coordinator who will manage IT Field Engineers' daily calendars and plans out resources for our Project & Technology Management team. In this role, you will be responsible for dispatch and calendar management of 50+ Information Technology Field Engineers in multiple regions while providing high level support to our Support Desk Analysts, Project Managers and premier clients.

• Assign out client requests that are passed via the Support Desk, Customer Success Managers, Client Technology Managers, and Engineers as well as directly with the client.
• With a bias for action and an ability to "see the world through the eyes of the customer", provide exceptional, timely responses to client requests with strong attention to detail, accuracy and efficiency.
• Assists engineers with managing their calendars by adjusting and rescheduling appointments throughout the day.
• Interface directly with clients via email and phone to create tickets in ServiceNow and provide assignment updates.
• Communicate with high profile client users within tight timeframes to set expectations and provide updates regarding client tickets.
• Plans and adjusts engineer's schedules to ensure proper coverage at client sites.
• Collect and organize resources from the service team when the Project & Technology Management team submits requests.
• Prepare and distribute regional updates in an accurate and timely manner.

• BA/BS degree in business or related field, or 0-2 years' equivalent work experience
• Outstanding customer service skills and mindset.
• Working knowledge of MS Office suite, e.g., Outlook, Excel and MS Word
• Exceptional prioritization, communication (oral and written), and customer service skills.
• Self-motivated and energized by a high pace environment with a passion for customer service.
• Approaches all tasks with a high sense of urgency.
• Comfortable learning and understand systems hardware/technology lingo.
• A team player able to work both in a team-oriented environment and individually.
• Extremely comfortable interfacing with senior executives
• Must be willing to provide back-up support on this global team when other team members are on PTO/sick.

• Financial industry experience
• Experience working with a ticketing system
• Knowledge of PC hardware & terminology