Associate Engineer-IT Helpdesk Agent

Nagarro • Fulltime • New York, NY, USA, United States • 3m ago

Job Description

Must have Skills : Excellent Communication skills,

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.

Qualifications

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