Job Description:
$55-$69K

Responsibilities:
-Responsible for providing immediate effective response to customer's requests, with the goal of satisfying requests immediately.
-Ensure that customers' resources are properly allocated for scheduled activities.
-Monitor customer's activity shift utilization as it relates to contractual allotments.
-Maintain accurate online records of customer equipment allocation.
-Escalate any scheduling problems or exceptions to the supervisor for immediate attention.
-Ensure that any scheduling conflicts are identified and resolved with no impact to the customers.
-Produce and submit statistical reports to management.
-Provide support and assistance to the Resource Analyst I team members.

Qualifications:
-College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
-Minimum of five year’s hands on operational experience in a LAN or Midrange or large scale IBM Mainframe environment.
-Minimum of five years experience in a role involving direct customer contact and support in either a technical capacity or a call center capacity.
-Desire and ability to provide the highest levels of service to internal/external customers.
-Strong customer service skills.
-Excellent oral and written communication skills.
-Excellent organizational skills.
-Ability to train and mentor more junior level members of the Resource Management Team.
-Attention to minor levels of detail on a daily basis is essential.
-Ability to manage multiple projects and shifting workloads in a fast paced environment.
-Must be able to quickly grasp new aspects of technology in use and apply that knowledge to the Resource Management function.
-Proficiency in various office products such as Lotus Notes, Microsoft Word and XL

Contact information:
Mike Stapinski
jobs@nextstepsystems.com
Next Step Systems
www.nextstepsystems.com