Help Desk Agent

Title: Associate Engineer / Help Desk Agent / Service Desk Agent - FT – OPT L1

Location: NYC,NY 10007

Duration: 3 months

Paid Training will be provide

About the Role

We are seeking motivated individuals to join our team as OPT L1 Agents, supporting

the client. This role focuses on delivering high- quality customer service and first-level technical support to parents, school staff, vendors, and internal stakeholders.

This is a fast-paced, customer-facing role requiring strong communication, problem-

solving, and multitasking skills.

Key Responsibilities

 Handle inbound calls and chats in a professional and timely manner

 Provide Level 1 support for transportation-related inquiries (OPT) and basic IT-

related issues

 Accurately log and document all interactions in ServiceNow (ITSM/CRM tool)

 Follow defined scripts, workflows, and knowledge base articles to resolve issues

 Identify customer needs through effective probing and provide clear guidance

 Escalate high-priority or sensitive issues to supervisors per defined protocols

 Route tickets to appropriate L2/L3 teams for further investigation and resolution

 Utilize translation services to support non-English speaking callers when required

 Maintain clear, concise, and complete ticket documentation (notes, actions,

outcomes)

 Adhere to SLAs, quality standards, and operational guidelines

Required Skills

 Strong verbal and written communication skills

 Ability to handle high call volumes in a structured environment

 Basic understanding of customer service and troubleshooting processes

 Comfortable navigating multiple systems (ServiceNow, CRM tools, etc.)

 Strong attention to detail and documentation accuracy

Preferred Skills

 Prior experience in a call center or help desk environment

 Familiarity with incident management and ticketing systems

 Experience supporting diverse customer groups (parents, schools, vendors)

 Ability to manage difficult conversations and de-escalate situations

Pay: $18.00 - $20.00 per hour

Work Location: In person