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. • 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: • Help desk 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. • 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
What We Do
Nagarro helps future-proof your business through a forward-thinking, fluidic, and CARING mindset. We excel at digital engineering and help our clients become human-centric, digital-first organizations, augmenting their ability to be responsive, efficient, intimate, creative, and sustainable. Today, we are 19,000 experts across 36 countries, forming a Nation of Nagarrians, ready to help our customers succeed.
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