Tech Support analyst - Associate Software Technician

Capgemini • Atlanta, GA

1d • Hybrid

About The Position

The Associate Software Technician provides customer service, problem resolution, and technical troubleshooting for customer queries received through a voice-based phone service. The role uses basic troubleshooting processes, ticketing systems, Knowledge Base articles, and remote access tools to investigate and resolve customer issues. Unresolved issues are escalated to the appropriate group. The position is hybrid in Tampa, Florida, and is described as an experienced professional role with a strong software development background. Capgemini offers mentoring and coaching and career opportunities.

The role is accountable for maintaining defined call metrics, including tickets resolved, average call wait times, and average handle time, as well as maintaining login hours based on contractual Service Level Agreements. The posted base compensation range is $29,973–$60,014. Regular full-time employees may receive benefits according to local policy and eligibility, including paid time off, holidays, personal days, sick leave, medical, dental and vision coverage, retirement savings plans, life and disability insurance, and employee assistance programs.

Requirements

• At least 1–2 years of applicable experience.
• Two years of work experience supporting customers remotely in a technical environment.
• Two years of work experience in a technical call center, IT Help Desk, or equivalent technical support role.
• Basic network troubleshooting skills.
• Experience working with Point of Sale (POS) systems.
• Experience with ticketing systems.
• Experience with remote access software.
• High school diploma or GED.

Responsibilities

• Provide customer service, problem resolution, and technical troubleshooting for customer queries over a voice-based phone service.
• Use basic troubleshooting processes to validate issues and record critical details in the ticketing system.
• Use Knowledge Base articles to assist with troubleshooting and resolution.
• Use remote tools to access a customer's PC or workstation and investigate probable causes of problems.
• Escalate issues that cannot be resolved within established guidelines to the appropriate group for corrective action.
• Maintain defined call metrics, including tickets resolved, average call wait times, and average handle time.
• Maintain login hours in accordance with contractual Service Level Agreements.

Benefits

• Paid time off, including vacation, company-paid holidays, personal days, and sick leave, subject to employee grade and policy.
• Medical, dental, and vision coverage, subject to local policy and eligibility.
• Retirement savings plans, such as a 401(k) in the U.S.
• Life and disability insurance.
• Employee assistance programs.
• The role may be eligible for variable incentives, bonuses, or commissions, depending on the position and applicable laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED