Tech Support Analyst - Associate Software Technician

Capgemini•Atlanta, GA

6d•$29,973 - $60,014•Onsite

About The Position

The Capgemini team offers extensive career opportunities and provides mentoring and coaching for teammates. This role is an experienced professional with a strong background in software development. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Requirements

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
Basic network troubleshooting skills
Experience working with Point of Sale (POS) systems
Experience with ticketing systems
Experience with remote access software
Highschool Diploma or GED (General Educational Development)

Responsibilities

Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service
Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles
Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem
Escalates 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
The Technician is worker in a field of technology, proficient in a relevant skill or technique, with a practical understanding of the theoretical principles.
The Technician is typically responsible for installation, troubleshooting and repair, testing and measuring, maintenance and adjustment, manufacturing or operations.
The Technician builds skills and expertise of his/her Engineering Discipline to reach standard technical skills expectations for the applicable role, as defined in Professional Communities.
The Technician collaborates and acts as team player with other Technicians and Engineers involved in his/her engineering activities.
Has an entry level graduate with limited commercial and technical work experience. Build skills and expertise in the Software Engineering Discipline. Works to instructions and directions and delivers reliable results. Solves routine problems. Organises own time with a short time horizon.