Associate Engineer, Tech support

Company DescriptionWe're Nagarro, a digital product engineering company experiencing rapid growth! We build products, services, and experiences that inspire, excite, and delight. Our work spans all devices and digital mediums, with a global presence of over 18,000 experts across 33 countries. Our culture is dynamic and non-hierarchical. We are looking for talented new colleagues to join us.Job DescriptionRole ObjectiveThe Help Desk Agent is responsible for providing help desk support to customers, focusing on delivering an excellent customer service experience. Key responsibilities include:Being a trusted advisorListening to and understanding client needsSolving client problems using knowledge and expertiseGoing the extra mile when neededCompleting assigned tasks effectivelyDuties and ResponsibilitiesAnswering phones and chats professionally and responding to customer inquiriesProviding L1 and L2 support to parents, staff, and other DOE customersUsing third-party tools to facilitate language translation in nine languages as neededLogging calls into the CRM and ITSM toolsResearching information using knowledge bases, workflows, and scriptsIdentifying customer issues and following scripts to resolve themGathering and evaluating relevant data to handle inquiriesRecording comments, inquiries, and actions takenEscalating priority issues to team leaders for resolutionRouting tickets to appropriate L2/L3/L4 teamsCompleting call notes and reports, updating CRM accordinglyPerforming other duties as assignedEssential Knowledge & ExperienceMinimum 2 years of help desk experience managing tickets, preferably in public servicesExcellent written and oral communication skills with a customer service focusExperience with CRM/ITSM tools is preferredSelf-motivated with a willingness to solve client problemsProven ability to troubleshoot technical issues independentlyAbility to work cooperatively within a team, share information, and assist colleaguesProficiency in Microsoft Word, Excel, PowerPointOpen availability for 24x7 operations schedulingAdditional InformationClick here to access the application privacy notice #J-18808-Ljbffr

Created: 2025-09-21