JOB DESCRIPTION:

Capgemini is looking for Technical Support Analyst, who will play a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call and advancing problems for resolution.

REQUIRED SKILLS:

• Focus on high client satisfaction.
• Strong written and oral communication skills, English-speaking skills, bilingual a plus
• Ability to work well in a team-based, fast paced/multitasking environment.
• Ability to multitask, prioritize and implement tasks in a high-pressure environment.
• Active listener, demonstrate empathy and bilingual speaker.
• Typing speed of 50 wpm or higher
• Experience working with Point of Sale (POS) systems, ticketing systems and with remote access software.

NICE TO HAVE SKILLS:

• Highschool Diploma or GED required. The ideal candidate will have a minimum of 1-2 years applicable experience.
• 2 years’ work experience supporting customers remotely in a technical environment.
• 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles.
• Being bilingual is a highly desirable skill for this role, but not necessarily required.

• Provide best-in-class customer service, problem resolution and technical fix to customer queries over the voice-based phone service.
• Using basic solve processes, validating the issue, recording critical details in ticketing system, using Knowledge Base articles
• Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem. Raises issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action.
• Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.
• Maintaining Login Hours based on contractual Service Level Agreements
• Accountable for accurate weekly Project Time Reporting. Using correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days