Associate Analyst- IT Helpdesk Agent

Company Description

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 (19,500+ experts across 35 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!

Job Description

Must have Skills : Excellent Communication skills,

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.

Qualifications

Additional Information