Nagarro is hiring a
Associate Engineer
Nagarro
π΅ ~$70k-$85k
πUnited States
Please let Nagarro know you found this job on JobsCollider. Thanks! π
Summary
The job is for a customer support representative in a digital product engineering company. The employee will handle customer inquiries via phone and chat, provide L1 and L2 support, translate languages using a third-party tool, log calls into the CRM, identify and resolve customer problems, escalate priority issues, and complete call notes and reports. Essential requirements include 2 years of help desk experience, excellent communication skills, experience with CRM/ITSM tools, self-motivation, independent troubleshooting abilities, teamwork, and Microsoft tools proficiency.
Requirements
- Help desk experience and managing tickets, preferably in the public services
- Minimum of 2 yearsβ 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 clientβs 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
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
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