Associate Engineer

Overview In this role you will provide frontline IT and general support to parents, staff and vendors, delivering timely resolutions and routing complex issues to appropriate teams. You will work within a scalable, global delivery model at a dynamic digital product engineering company, collaborating with cross-functional teams to maintain service levels. You’ll use CRM/ITSM systems, knowledge bases, and scripts to diagnose and resolve inquiries, while escalating high-priority cases. This role offers exposure to multi-language support environments and opportunities to improve support processes in a 24/7 rostering context. You will contribute to a customer-centric service culture that underpins the公司的 ResponsibilitiesAnswer phones and chats professionally and respond to inquiriesProvide L1 and L2 support to parents, staff, and other DOE customers & vendorsEngage translation services across nine languages via a third-party toolLog calls into CRM/ITSM systemsResearch information using knowledge bases, workflows, and scriptsIdentify customer problems and follow scripts to resolveObtain and evaluate relevant data to handle inquiriesRecord comments, inquiries, and actions takenEscalate priority issues to team leaders for resolutionRoute tickets to L2/L3/L4 teams for resolutionComplete call notes and reports and update CRMPerform other duties as assigned Key requirementsCall Center experience with ticket management, preferably in public servicesMinimum 2 years’ experience supporting IT Help DeskExcellent written and oral communication with strong customer service orientationExperience with CRM/ITSM toolsSelf-motivated with problem-solving mindsetIndependent troubleshooting of technical issuesStrong soft skills and teamworkProficiency with Microsoft Word, Excel, PowerPointOpen availability for 24x7 rosteringcustomer-focusedstrong communicationteam collaborationCRM/ITSM toolsknowledge base and scriptsmulti-language translation workflows