Must have skills : Job Description : 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. Essential Knowledge & Experience: • 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. • Showing that you are 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, xls, ppt. • Open availability as required for rostering the operations
