Talent.com
Associate Engineer
Associate EngineerNagarro • New York, NY, US
Associate Engineer

Associate Engineer

Nagarro • New York, NY, US
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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 :

  • 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.
  • 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 problems 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 :

  • Help desk experience and managing tickets, preferably in public services. Minimum of 2 years' experience 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 clients' problems.
  • Demonstrated experience in independent troubleshooting of technical issues for clients.
  • Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes.
  • Microsoft tools experience : Word, Excel, PowerPoint.
  • Open availability as required for rostering the operations.

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    Associate Engineer • New York, NY, US