Resource Coordinator

Eze Castle Integration is the leading technology services provider for investment firms worldwide with more than 650 clients spread across three continents. The Eze Private Cloud is the de facto private cloud for the investment industry, supporting thousands of financial services end users and running more than 85 financial and trading applications. In 2014, the company received 13 industry awards, including the following recognition bestowed on the Eze Private Cloud.

The Resource Coordinator manages System Engineer’s daily calendars and plans out resources for our Project & Technology Management team. He/she oversees global availability while providing high level support to our Support Desk Analysts, Project Managers and clients. The incumbent is responsible for dispatch and calendar management of 50+ engineers in multiple regions.

• Assigns out client requests that are passed via the Support Desk, Client Relationship Manager, and Engineers
• Assists engineers with managing their calendars by adjusting and rescheduling appointments throughout the day
• Interfaces directly with clients via email and phone to create tickets and provide assignment updates
• Communicates 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
• Collects and organizes resources from the service team when the Project & Technology Management team submits requests
• Prepares and distributes weekly and monthly reports in an accurate and timely manner
• Performs other duties as assigned

Position Requirements:

• BA/BS degree in business or related field, or equivalent work experience required
• Exceptional customer service orientation and client service skills
• Comfortable learning and understand systems hardware/technology lingo
• Capable of multitasking in a high pace environment, effectively and efficiently
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work both individually and in a team-oriented environment
• Must be comfortable interfacing with senior executives
• Ability to demonstrate client sensitivity and empathy
• Proven analytical, quantitative and problem-solving abilities
• Highly self-motivated and directed
• Strong documentation skills
• Financial industry experience a plus
• Working knowledge of MS Office suite, preferably Outlook, Excel and MS Word
• Knowledge of PC hardware & terminology preferred

Work Conditions:

• Willing to work extra hours as needed
• Must be available to work remotely according to the 6 week rotation schedule. Resource Coordinator will be logged in for a maximum of 2 hours during these times to address any pending emergency situations that may come up at the close of business on the previous Friday.
• Must be willing to provide back-up support on this global team when other team members are on PTO/sick. This may mean taking on additional work during these times.