Associate Engineer- IT Help Desk Agent

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 (18000+ experts across 39 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!

 THIS IS AN ONSITE ROLE AT OUR NEW YORK OFFICE.

Address: 195 Broadway, NY,NY 10007

Pay: DOE up to $20/hr

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 and understand our clients' needs.  

• Solve client problems using knowledge and 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 & Vendors 

• 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 problems 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: 

• Call Center 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 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 a client’s problems. 

• Demonstrated experience in independent troubleshooting of technical issues for clients. 

• Must have great soft skills 

• 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 

About You 

• An attentive listener 

• Patient and empathetic 

• You use positive language 

• Stay calm in surprise situations 

• Able to maintain customer confidentiality 

• Willing to learn 

• Attention to detail & time management skills 

• You care about customer service and take pride in your work 

If this sounds like you, and you have experience with a call center, you should apply. 

We strongly encourage and are proponents of diversity. 

Salary and Rates  

Salary and rates will depend on your experience and qualifications.