Associate Engineer- CSR

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 & Vendors

• 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.