Associate Engineer

12 Hours ago • 2 Years + • Operations • Administrative

About the job

Summary

This Associate Engineer role involves providing L1 and L2 IT support to customers, including parents, staff, and other DOE clients. Responsibilities include answering phones and chats, using language translation services, logging calls in a CRM/ITSM tool, researching solutions, troubleshooting technical issues, escalating priority issues, and completing call reports. The ideal candidate will possess excellent communication skills, help desk experience (minimum 2 years), experience with CRM/ITSM tools, and be self-motivated. The role requires collaboration within a team and proficiency in Microsoft Office tools. On-site work is required at 30 Vesey Street, New York, NY.

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Must have:

2+ years IT Help Desk experience
Excellent communication skills
CRM/ITSM tool experience
Problem-solving skills
Teamwork & collaboration
Microsoft Office proficiency

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Company Description

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (15000+ experts across 26 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Job Description

Must have skills : Job Description : Duties and Responsibilities • Answering phones and chats from customers professionally and responding to customer inquiries • Provide L1 and L2 support to the parents, staff, and other DOE customers. • Engaging language translation services as needed, nine languages using a third-party tool. • Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool • Researching required information using available resources such as knowledge base, workflows, and defined scripts. • Identifying customer problem and following the script to provide resolution. • Obtaining and evaluating all relevant data to handle inquiries. • Recording details of comments, inquiries, and actions taken • Escalate priority issues to the team leaders for a successful resolution. • Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution. • Completing call notes and call reports as necessary and updating them in the CRM. • Other duties as assigned. Essential Knowledge & Experience: • Help desk experience and managing tickets, preferably in the public services. Minimum of 2 years’ experience of supporting IT Help Desk for clients • Excellent written and oral communication skills coupled with a customer service orientation. • Experience with CRM/ITSM tools preferred. • Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems. • Demonstrated experience in independent troubleshooting of technical issues for clients. • Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes. • Microsoft tools experience, word, xls, ppt. • Open availability as required for rostering the operations

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