Tech Support Analyst - Associate Software Technician

Capgemini • Atlanta, GA

5d • 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. Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications. 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.

Requirements

• 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)

Nice To Haves

• The ideal candidate will have a minimum of 1 - 2 years applicable experience.

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

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
• Company paid holidays
• Personal Days
• Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

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