Associate Engineer, Tech support - Nagarro : Job Details

Company Description

We're Nagarro, a digital product engineering company experiencing rapid growth! We build products, services, and experiences that inspire, excite, and delight. Our work spans all devices and digital mediums, with a global presence of over 18,000 experts across 33 countries. Our culture is dynamic and non-hierarchical. We are looking for talented new colleagues to join us.

Job Description

Role Objective

The Help Desk Agent is responsible for providing help desk support to customers, focusing on delivering an excellent customer service experience. Key responsibilities include:

• Being a trusted advisor
• Listening to and understanding client needs
• Solving client problems using knowledge and expertise
• Going the extra mile when needed
• Completing assigned tasks effectively

Duties and Responsibilities

• Answering phones and chats professionally and responding to customer inquiries
• Providing L1 and L2 support to parents, staff, and other DOE customers
• Using third-party tools to facilitate language translation in nine languages as needed
• Logging calls into the CRM and ITSM tools
• Researching information using knowledge bases, workflows, and scripts
• Identifying customer issues and following scripts to resolve them
• Gathering and evaluating relevant data to handle inquiries
• Recording comments, inquiries, and actions taken
• Escalating priority issues to team leaders for resolution
• Routing tickets to appropriate L2/L3/L4 teams
• Completing call notes and reports, updating CRM accordingly
• Performing other duties as assigned

Essential Knowledge & Experience

• Minimum 2 years of help desk experience managing tickets, preferably in public services
• Excellent written and oral communication skills with a customer service focus
• Experience with CRM/ITSM tools is preferred
• Self-motivated with a willingness to solve client problems
• Proven ability to troubleshoot technical issues independently
• Ability to work cooperatively within a team, share information, and assist colleagues
• Proficiency in Microsoft Word, Excel, PowerPoint
• Open availability for 24x7 operations scheduling

Additional Information

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