👋🏼 We're Nagarro. 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 (18,000+ experts across 33 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in!
Job DescriptionRole 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.
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
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Skills Required
- 2 years of IT Help Desk support experience
- Excellent written and oral communication skills
- Experience with CRM/ITSM tools
- Microsoft tools experience (Word, Excel, PowerPoint)
- Self-motivated and problem-solving skills
- Ability to work cooperatively within a team
Nagarro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nagarro and has not been reviewed or approved by Nagarro.
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Pay Growth & Progression — Compensation is at times described as competitive, with salary hikes and perks occurring on certain occasions. Better growth opportunities and compensation are also positioned as an advantage versus other service-based companies.
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Flexible Benefits — Work arrangements are framed around a “work-from-anywhere” mindset with flexitime and family-friendly working models. This flexibility appears to add meaningful value to the overall rewards package for many roles.
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Healthcare Strength — Medical, dental, and vision coverage are described as available for employees and dependents, alongside life insurance. Mental-health support is also included via an Employee Assistance Program (EAP).
Nagarro Insights
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.
