Associate Engineer
Core
Provide Level 1 and Level 2 technical support and customer service for parents, staff, and DOE clients via phone, chat, and ticketing systems.
Role type
Associate Engineer (IT Help Desk / Customer Support)
Builds
IT support services and customer resolutions for public sector clients
Domain
Public Services / IT Support
Deliverable
client delivery
Required skills
L1/L2 technical support, ticket management (CRM/ITSM), customer service, independent troubleshooting, data evaluation, script-based problem resolution, multilingual communication (9 languages)
Preferred skills
Public sector help desk experience, Microsoft Office tools (Word, Excel, PowerPoint)
Technologies
CRM, ITSM tools, third-party translation tools, Microsoft Office
Responsibilities
Answer customer calls and chats, log calls in CRM/ITSM, research solutions using knowledge bases, identify and resolve customer problems, escalate priority issues, route tickets to L2/L3/L4 teams, complete call notes and reports
Seniority
Junior, hands-on IC
