Principal Coordinator, Support Operations

Capital One • New York, NY

4d

About The Position

Principal Coordinator, Support Operations Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. Technical support will require excellent written and verbal communication skills and will focus on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, etc. Additional responsibilities may include: Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests Interact with end users via soft phone or chat modules to resolve software and hardware issues Utilize Service Now as the ticketing tool to track and escalate tickets for end users Assist with onboarding of new Agents by training and allow others to shadow Perform other tasks as needed and instructed by your manager

Requirements

• High School Diploma, GED or equivalent certification
• At least 1 year of remote help desk support experience

Nice To Haves

• Associate’s Degree in Computer Science, Information Systems, and Engineering
• 2+ years of remote help desk support experience
• 1+ year of Mac support experience
• 1+ year of Windows OS support experience
• ITIL Certification, Mac Integration Basics Certificate, or Windows 10 Certificate

Responsibilities

• Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution
• Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests
• Interact with end users via soft phone or chat modules to resolve software and hardware issues
• Utilize Service Now as the ticketing tool to track and escalate tickets for end users
• Assist with onboarding of new Agents by training and allow others to shadow
• Perform other tasks as needed and instructed by your manager

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees