Associate Engineer

About the Position

We are seeking an Associate Engineer to join our team, providing IT Support and managing tickets in a dynamic work environment. This role is full-time and based in the Service Region: UCC.

Responsibilities

• Answering phones and chats from customers professionally and responding to customer inquiries
• Providing L1 and L2 support to parents, staff, and other DOE customers
• Engaging language translation services as needed, using a third-party tool for nine languages
• Logging calls into the 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
• Escalating 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

Requirements

• Help desk 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 a customer service orientation
• Experience with CRM/ITSM tools preferred
• Self-motivated with a willingness to take on the challenge of solving client’s problems
• Demonstrated experience in independent troubleshooting of technical issues for clients
• Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes
• Microsoft tools experience (Word, Excel, PowerPoint)
• Open availability as required for rostering the operations

We Offer

• Opportunity to work in a dynamic and non-hierarchical work culture
• Be part of a global team of 15,000+ experts across 26 countries
• Professional growth and development opportunities

About the Company

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. Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!