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    Associate Engineer- CSR - New York, United States - Nagarro

    Nagarro
    Nagarro New York, United States

    2 weeks 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 (19,500+ experts across 35 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 :
    Excellent communication skills


    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.
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