What are the responsibilities and job description for the Associate Engineer position at Nagarro?
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 (15000 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.
