Associate Engineer - Helpdesk Agent

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 (19,500+ experts across 35+ 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

Must have skills : Excellent communication skills and a good listener.

Duties and Responsibilities

• Perform outreach to necessary customers, including follow-ups as needed to complete case data entry

• Understanding and using the case compliance timeline and the use of time stamps for tracking transactions/outreach

• Provide support to the customers via any form of communication that is required, i.e.. phone, e-mail, chat

• Coordinate language translation services as needed, nine languages using a third-party tool • Logging all work into Customer Relationship Manager (CRM) IT Service Management (ITSM) tools

• Research information using available resources like knowledge base, workflows, defined scripts

• Identifying customer problem and following the script to provide resolution or answers to questions

• Obtaining and evaluating all relevant data to handle inquiries

• Recording details of comments, inquiries, and actions taken for all work

• Escalate priority issues to the Team Leaders for a successful resolution if needed

• Must work as per Business Unit quality parameters defined

About You

• You care about customer service and take pride in your work.

• You are an attentive listener, patient and empathetic.

• You use positive language, stay calm in surprise situations.

• You are able to maintain customer confidentiality.

• You have excellent time management skills.

• You are detail oriented.

• You have great follow-up skills.