Rostering & Workforce Coordinator - Tech Industry

1 week ago

Sydney, New South Wales, Australia Real Time Australia Full time

Pref Sydney based; Hybrid setup (1-2x days onsite+WFH); Remote option possible
- Min. 12 months contract (w/ potential contract extension)
- 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 several motivated
**Resource Management Representatives** to join our client's very busy, but also very supportive & growing
**Tech Support Delivery team.**

**Multiple roles available**:
**x1 RMR (Bilingual - Japanese + English)**
- Will be supporting the Japanese support team on cases raised by Japanese customers - so having both Japanese & English fluency would be a big advantage
- Mon-Fri 10AM-6PM AEDT schedule

**2x RMR**
- Will be supporting AU support team on cases raised by local customers

**The RMR will be responsible for 2 Primary areas**:

- Assignment of incidents or cases to the support organization.
- Workforce scheduling of support teams.

**Duties include**:

- Act as the initial reviewer of arriving incidents for the determination of correct assignment group and categorization
- Work with tools, other dispatchers, team leads, and managers to determine the best SME to handle the incident
- Seek to evenly distribute the workload as well as allow for case assignments to meet SLA's
- Monitor incoming queues and transfer queues for new incidents and incidents that need to be re-assigned
- Schedule technical resources on the Company Workforce Management portal
- Work with managers to build team schedules

**Skills**:

- Has worked in a similar capacity within a Customer Service or Customer/IT Support environment
- Previous experience working with Resource Automation systems or softwares
- Familiarity with scheduling or dispatch toolsets
- Demonstrated knowledge of technical systems & environments
- Any experience with ITSM platforms would be an advantage (e.g Servicenow, Salesforce, Jira etc.)
- Strong English communication skills and/or Japanese language fluency

**Education**:

- 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**:
**_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

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