Job Description
Job title: Associate Engineer- Flexi/As Needed Remote Help Desk Agent in USA at Nagarro
Company: Nagarro
Job description: Company DescriptionWe 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 (18000+ experts across 39 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 DescriptionThis is a flexible/as NEEDED REMOTE Contract position.Location: Remote- will need to work on our ET schedule.Shift: As neededRole ObjectiveThe Flexible Remote Help Desk Agent is responsible for providing Help Desk support to our customers. The focus is on delivering an excellent customer service experience including:· 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 - resolve the issues reported by the customers.Duties and 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.About You· 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 skillsEssential Knowledge & Experience:· 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.We will provide the below listed on-the-job training.· Call management skills· Help desk tools training· CRM/ITSM tools· Contact Centre Tools· IT issues management training
Expected salary:
Location: USA
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