Nagarro is hiring a
Associate Engineer

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 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, 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