Nagarro

Associate Engineer, Tech support

Brooklyn, New York, United States · On-site · Full-time

Posted over 6 months ago: check it’s still open

Apply on the employer’s site ↗See how well you match this job

You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.

About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerNagarro
LocationBrooklyn, New York, 11225, United States
Work styleOn-site
Employment typeFull-time
Employer posted3 years ago

Role Objective

The help desk agent is responsible for taking provide help desk support to the Customers. The focus is on delivering an excellent customer service experience, to be:

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.

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.

Show full description

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 24 x 7

Click here to access the application privacy notice

See how well you match this job Apply on the employer’s site ↗

Check your resume against this job Free, no sign-up. Nothing you paste is stored.

Staying safe while you apply

Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.

Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.

Preparing for this role with ROLIVA

Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
Prepare honestly.
Build interview stories and application drafts from your own evidence.
Keep track.
Save the role and record your own application status and follow-ups.

Create a free workspace or log in.