Associate Engineer

4 Months ago • 2 Years + • Operations • Administrative

Job Summary

Job Description

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

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

Similar Jobs

Ubisoft - Animator

Ubisoft

Shanghai, Shanghai, China (On-Site)
2 Days ago
Wargaming - BI Analyst (World of Tanks)

Wargaming

Warsaw, Masovian Voivodeship, Poland (Hybrid)
5 Days ago
PhonePe - Lead Motion Designer

PhonePe

Bengaluru, Karnataka, India (On-Site)
5 Months ago
OAO INFO INDIA - Digital Marketing Executive

OAO INFO INDIA

Pune, Maharashtra, India (On-Site)
2 Months ago
G5 Games - Lead Game Creative 2D Artist (Match-3 project)

G5 Games

Yerevan, Yerevan, Armenia (Remote)
1 Week ago
Evolution - Head of Studio

Evolution

Buenos Aires, Buenos Aires, Argentina (On-Site)
9 Months ago
Netflix - Program Manager, Operations

Netflix

Los Angeles, California, United States (On-Site)
1 Week ago
Super - Agent Enablement & Vendor Operations Specialist

Super

Canada (Remote)
1 Month ago
Tesla - Customer Experience Specialist, Home Delivery

Tesla

England, United Kingdom (On-Site)
2 Months ago
Tesla - Parts Advisor

Tesla

Dublin, County Dublin, Ireland (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Hawk Eye Innovations - Data Processing Assistant

Hawk Eye Innovations

Atlanta, Georgia, United States (On-Site)
4 Weeks ago
Xentrix Studios - Production – Production Coordinator

Xentrix Studios

India (On-Site)
5 Months ago
THE GAME - Business Director

THE GAME

Munich, Bavaria, Germany (On-Site)
1 Month ago
Untold Tales - Graphic Designer

Untold Tales

Wrocław, Lower Silesian Voivodeship, Poland (On-Site)
3 Weeks ago
NVIDIA - Manager, Chip Design Verification

NVIDIA

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Month ago
Epic Games - Test Lead

Epic Games

Cary, North Carolina, United States (On-Site)
2 Months ago
Magic Media - Senior 3D Character Artist

Magic Media

State Of Rio De Janeiro, Brazil (Remote)
9 Hours ago
Meesho - Product Manager 2 - Platforms

Meesho

Bengaluru, Karnataka, India (On-Site)
6 Months ago
Nielsen Holdings - Jr. Client Consultant

Nielsen Holdings

Warsaw, Masovian Voivodeship, Poland (Hybrid)
4 Months ago
Tesla - Inside Sales Advisor

Tesla

Mumbai, Maharashtra, India (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in New York, New York, United States

USE Insider - Customer Success Manager - US

USE Insider

United States (On-Site)
5 Months ago
Epic Games - Senior Procurement Operations Analyst

Epic Games

New York, New York, United States (On-Site)
1 Week ago
PeopleFun - UX Lead, Wordscapes

PeopleFun

United States (Remote)
11 Hours ago
Patreon - Staff Data Scientist

Patreon

San Francisco, California, United States (Hybrid)
4 Weeks ago
ION - Principal Business Consultant - Endur

ION

Houston, Texas, United States (On-Site)
6 Months ago
Anavation - Senior IT Administrator

Anavation

Chantilly, Virginia, United States (Hybrid)
4 Months ago
Google - Senior Staff Software Engineer, Looker Modeling

Google

Kirkland, Washington, United States (On-Site)
6 Days ago
Epic Games - QA Engineering Specialist

Epic Games

Cary, North Carolina, United States (On-Site)
2 Months ago
seeking alpha - Part-Time Chinese Translation Reviewer

seeking alpha

United States (Remote)
3 Weeks ago
The Walt Disney Company - Manager, Software Engineering

The Walt Disney Company

Glendale, California, United States (On-Site)
1 Day ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Tesla - Customer Experience Specialist, Home Delivery

Tesla

Southampton, England, United Kingdom (On-Site)
2 Months ago
GoMotive - Lead Technical Support Engineer - Mobile and Fleet Experience

GoMotive

Pakistan (Remote)
2 Months ago
Playtech - IMS Rollout Manager

Playtech

Tartu, Tartu County, Estonia (On-Site)
2 Weeks ago
ByteDance - Technical Project Manager, Server Planning and Delivery

ByteDance

Singapore (On-Site)
1 Week ago
Microsoft - Process Program Manager

Microsoft

Bengaluru, Karnataka, India (On-Site)
1 Week ago
Tesla - Delivery Advisor

Tesla

Greenhithe, England, United Kingdom (On-Site)
2 Months ago
Google - Senior gTech Specialist, Incubation

Google

Sunnyvale, California, United States (On-Site)
6 Days ago
ByteDance - Enterprise Application System Operation Specialist

ByteDance

Los Angeles, California, United States (On-Site)
2 Months ago
Realworld one - Director, Client Strategy & Value Creation

Realworld one

Germany (Hybrid)
1 Month ago
PlayStation Global - Director, People Technology Services

PlayStation Global

Aliso Viejo, California, United States (On-Site)
1 Day ago

Get notifed when new similar jobs are uploaded