Associate Engineer

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