Associate Engineer

1 Year ago • 2 Years + • Software Development & Engineering

Job Summary

Job Description

The Associate Engineer will be responsible for answering phones and chats from customers professionally, responding to inquiries, and providing L1 and L2 support to various clients. They will use language translation services, log calls into a CRM/ITSM tool, and research information to resolve customer issues. The role involves escalating priority issues, routing tickets, and completing call notes. The ideal candidate should possess excellent communication and customer service skills, experience with IT help desks, and the ability to troubleshoot technical issues independently. They should also be self-motivated, work well in a team, and have experience with Microsoft tools.
Must have:
  • Provide L1/L2 support to customers.
  • Excellent written and oral communication skills.
  • 2+ years of IT Help Desk experience.
  • Experience with CRM/ITSM tools.
  • Experience with Microsoft tools (Word, Excel, PPT).

Job Details

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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