Associate Engineer- Flexi/As Needed Remote Help Desk Agent

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 (18000+ experts across 39 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!

This is a flexible/as NEEDED  REMOTE Contract position.

Location: Remote- will need to work on our ET schedule. 

Shift: As needed 

Role Objective

The Flexible Remote Help Desk Agent is responsible for providing Help Desk support to our customers. The focus is on delivering an excellent customer service experience including:

· 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 – resolve the issues reported by the customers.

Duties and Responsibilities

· Answering phones / chats from customers professionally and responding to customer inquiries

· Provide support to the customers who may call, e-mail, and or send a Chat to our Helpdesks.

· 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

· Research information using available resources like knowledge base, workflows, 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.

· Must work as per quality parameters defined for the calls and tickets.

About You

· You care about customer service and take pride in your work

· An attentive listener, patient and empathetic

· You use positive language, stay calm in surprise situations

· Able to maintain customer confidentiality.

· Attention to detail & time management skills

Essential Knowledge & Experience:

· Excellent written, verbal, and oral communication skills coupled with a customer service orientation.

· Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems.

· 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.

We will provide the below listed on-the-job training.

· Call management skills

· Help desk tools training

· CRM/ITSM tools

· Contact Centre Tools

· IT issues management training