Associate Engineer, Tech support

Overview In this role you provide first- and second-line help desk support to customers, ensuring an excellent service experience. You will work with cross-functional teams to resolve issues, translate where needed, and log interactions in CRM/ITSM systems. The role emphasizes problem solving, proactive communication, and timely escalation for complex cases. You will contribute to a scalable, global support function within a dynamic, non-hierarchical culture. ResponsibilitiesAnswer customer inquiries via phone and chat in a professional mannerProvide L1 and L2 support to parents, staff, and other DOE customersUtilize language translation services across nine languages as neededLog calls in CRM and ITSM toolsResearch information from knowledge bases and scripts to resolve issuesIdentify problems and follow scripts to provide resolutionsCollect and evaluate all relevant data for inquiriesRecord comments, inquiries, and actions takenEscalate priority issues to team leaders; route tickets to L2/L3/L4 teamsComplete call notes and reports in the CRMPerform other duties as assigned Key requirementsHelp desk experience with ticket management (minimum 2 years)Excellent written and oral communication with strong customer service orientationExperience with CRM/ITSM tools preferredSelf-motivated with a practical problem-solving mindsetIndependent troubleshooting experience for client issuesTeam-oriented with ability to share information and support colleaguesMicrosoft Office tools experience (Word, Excel, PowerPoint)Open availability for 24x7 rosteringcustomer service orientationself-motivationteam collaborationCRM/ITSM toolsknowledge base and workflowsscript-based resolution