Associate Engineer, Tech support

Role Objective

The help desk agent is responsible for taking provide help desk support to the Customers. The focus is on delivering an excellent customer service experience, to be:

• Be a Trusted advisor
• Listen & understand our client's needs.
• Solve client problems using knowledge & expertise.
• Go the extra mile when needed.
• Finish the job.

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 24 x 7

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