Associate Engineer

Summary

Join our Digital Product Engineering company as a Flexible Remote Help Desk Agent! This remote contract position offers the flexibility to work as needed, aligning with our Eastern Time schedule. You will provide excellent customer service, acting as a trusted advisor to resolve client issues. Responsibilities include answering phone calls and chats, utilizing translation services, logging calls in the CRM, and escalating priority issues. Success requires excellent communication, problem-solving skills, and teamwork. On-the-job training will be provided for various tools and skills.

Requirements

• You care about customer service and take pride in your work
• An attentive listener, patient and empathetic
• You use positive language, stay calm in surprise situations
• Able to maintain customer confidentiality
• Attention to detail & time management skills
• Excellent written, verbal, and oral communication skills coupled with a customer service orientation
• Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems
• 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

Responsibilities

• Answering phones / chats from customers professionally and responding to customer inquiries
• Provide support to the customers who may call, e-mail, and or send a Chat to our Helpdesks
• 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
• Research information using available resources like knowledge base, workflows, 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
• Must work as per quality parameters defined for the calls and tickets

Preferred Qualifications

• Call management skills
• Help desk tools training
• CRM/ITSM tools
• Contact Centre Tools
• IT issues management training