Resource Management Representative

What are we looking for in our Resource Management Representative?

The Information Technology team at Russell Tobin & Associates is supporting a top Software Organization that has an opening for a Resource Management Representative.

Location: San Diego, CA 92121 (2 Days Onsite)

Duration: 12 months

Pay Range: $30/hr -$40/hr on W2 (DOE)

Position Overview:

A resource management representative (RMR) is responsible for two primary areas: Assignment of incidents or cases to the support organization and workforce scheduling of support teams.

 What you will do in this role:

• 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 person to handle the incident.
• Monitor incoming queues and transfer queues for new incidents and incidents that need to be reassigned.
• Schedule technical resources on the Company Workforce Management portal
• Work with managers to build team schedules.

What skills are needed to be successful in this role:

• 2-3 years working within a customer service environment.
• A good understanding of the ServiceNow platform is an advantage.

Skills:   

• Basic computer skills and operation system knowledge
• Help desk and/or customer support experience - an understanding of priorities, SLA
• Interpersonal skills - great communication, empathy, active listening, and a drive for growth.
• Someone with some technical understanding of networking, databases, and programming (Java, Javascript)

Screening Questions (must be present in resume or attached as a separate doc)

• You start your shift and find that the unassigned queue has increased to 50 unassigned cases. How would you determine which case to assign first?
• You assigned a medium priority case to J.D. who is one of the experts in the case category and considered to be the best, 10 minutes later, a high priority case comes in for the same category, how would you dispatch the new high priority case?
• If there is a cap on the number of new cases to be assigned to each engineer. How would you go about assigning out the new queue to engineers on shift?

Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

Rate/Salary: $30/hr -$40/hr on W2