Associate Engineer, Tech support

Nagarro; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

A digital product engineering company in New York is seeking a Help Desk Agent to deliver excellent customer service through phone and chat support. This role requires at least 2 years of experience in IT help desk support, a strong customer service orientation, and the ability to troubleshoot technical issues independently. The ideal candidate will have experience with CRM/ITSM tools and Microsoft software, and be available for 24/7 operations as needed.

Qualifications

• Minimum of 2 years’ experience supporting IT Help Desk for clients.
• Help desk experience and managing tickets, preferably in public services.
• Self-motivated with a willingness to solve client problems.

Responsibilities

• Answer phones and chats from customers professionally.
• Provide L1 and L2 support to parents, staff, and other customers.
• Log calls into the CRM ITSM tool.
• Research required information to handle inquiries.
• Identify customer problems and follow the script for resolution.
• Complete call notes and reports in the CRM.

Skills

Excellent written and oral communication skills

Customer service orientation

Independent troubleshooting of technical issues

Microsoft tools experience (Word, Excel, PowerPoint)

Tools

CRM/ITSM tools

Job description

👋🏼 We're Nagarro.We are a digital product engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18,000+ experts across 33 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in!

Job Description

Role Objective

The help desk agent is responsible for taking provide help desk support to the Customers. The focus is on delivering an excellent customer service experience, to be:

• Be a Trusted advisor
• Listen & understand our client's needs.
• Solve client problems using knowledge & expertise.
• Go the extra mile when needed.
• Finish the job.

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.
• 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 24 x 7