POSITION OVERVIEW
The Associate Resource Manager supports customers in achieving swift ticket resolution by assessing the priority of incidents and service requests and assigning the correct resource to each. This is an excellent opportunity for someone who is interested in kick-starting their IT career!
RESPONSIBILITIES
- Ensure Service Level Agreements (SLAs) are consistently met using standard communication templates and guidelines.
- Perform basic triage of tickets to ensure the issue is clearly documented and necessary information is gathered from the customer.
- Monitor inbound contact channels for responses from customers and ensure updates are visible to assigned engineers.
- Facilitate efficient communication and smooth transition of tickets between shifts.
- Learn and stay updated on documented methods and procedures in effect throughout the organization.
- Perform basic troubleshooting duties and begin preliminary investigation on tickets as needed.
- Routinely update ConnectWise, IT Glue and other systems as new information becomes available.
- Identify and communicate exceptions to procedural adherence including SLA violations, tickets without client updates, escalation requests, and lack of time entry.
- Administrative and other non-technical duties as assigned.
QUALIFICATIONS
- Prior experience working as an intern or employee in a technical position within a professional services organization.
- Practical knowledge of IT infrastructure concepts and/or core framework of one or more relevant applications.
- Proficient with Microsoft Office Suite.
- Outstanding customer service, communication and time management skills.
- Ability to work collaboratively with internal teams and customers.
- Ability to effectively multitask, while maintaining adherence to workflow and procedure.
- Ability and willingness incorporate new information, increasing ongoing value to the team and customers.
ABOUT THE COMPANY
GeorgeJon is the backbone of the eDiscovery industry. We plan, design, manage, support, and secure cost-effective, performance-optimized data platforms with 24/7/365 management and support for a seamless user experience and peace of mind. Our vision is to be the foundation that supports every eDiscovery journey.Our team of tech wizards, customer champions and business-savvy experts is grounded in a set of shared values:
- Ingenuity is the driving force behind our innovation and growth. We encourage creativity, problem-solving, and the pursuit of new ideas.
- Respect is the cornerstone of every interaction. We treat each other with dignity and celebrate the unique perspectives of all individuals.
- Integrity is our moral compass. We do what’s right, deliver on promises, and embrace honesty and ethical conduct in all our endeavors.
- Collaboration is what fuels our success. Team members work in harmony, leveraging diverse skills to achieve common goals.
Some of the perks of working for GeorgeJon include a remote-first work environment, a high-value, low-cost BCBS health insurance plan, 401(k) with company match, ample time off including a full week in December, paid parental leave for primary and secondary caregivers, a wellness reimbursement program, and much more. GeorgeJon is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.
It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to hr@georgejon.com.
