Job Description
Job Description
IDR is seeking a Resource Management Representative to join one of our top clients for an opportunity in Santa Clara, CA. This role is within a dynamic technology support environment, focusing on efficient case dispatching and workforce allocation to support regional support teams. The company operates in the cloud platform industry, emphasizing technical support and customer service.
Position Overview for the Resource Management Representative:
- Works closely with the Global Queue Manager to ensure effective case dispatching, scheduling, and workforce distribution across regional teams
- Reviews incoming support cases and assigns them to appropriately skilled resources
- Maintains service level commitments (SLAs) and updates team scheduling data in the Workforce Management system
- Supports smooth daily operations by serving as a communication link between support representatives, team leads, and global management
- Requires strong organizational, communication, and technical skills, with a good understanding of ServiceNow’s environment
Requirements for the Resource Management Representative:
- 2+ years of experience in a field related to Customer Service, Technical Support, Project Management, Workforce Management, Resource Management, or similar
- Exposure to Cloud Platforms, specifically the ServiceNow platform, is advantageous
- Good data entry skills and experience using MS Excel
- The ability to communicate, collaborate and negotiate effectively
- Technical awareness: Ability to understand technical terms as they relate to ServiceNow’s products and services
What's in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.
PandoLogic. Keywords: Customer Service Representative, Location: Santa Clara, CA - 95055 , PL: 601288573