Job description
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 (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!
Job Description
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
