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    Associate Engineer - New York, United States - Nagarro

    Nagarro
    Nagarro New York, United States

    6 days ago

    Default job background
    Description

    Company Description

    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 experts across 26 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in


    Job Description

    Must have skills :
    Job Description : 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 & Vendors
    • 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

    Essential Knowledge & Experience:

    • Call Center 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.
    • Must have great soft skills
    • 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

    Qualifications

    Additional Information
    All your information will be kept confidential according to EEO guidelines.
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