Job title: Associate Engineer- Flexi/As Needed Remote Help Desk Agent in USA at Nagarro Company: Nagarro Job description : 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 (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 Description This is a flexible/as NEEDED REMOTE Contract position. Location: Remote- will need to work on our ET schedule. Shift: As needed Role Objective The 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 skills Essential 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 Apply for the job now! Apply for this job