Capgemini

Overview

Deliver technical support over the phone/chat for software, hardware, peripherals, and basic network issues while driving customer satisfaction and resolving technical issues efficiently.

About Capgemini

Capgemini is committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging. You are valued for who you are, and you can bring your original self to work.

Requirements & Eligibility

• Excellent verbal communication skills with a neutral accent and active listening abilities
• Basic networking (Wi-Fi, LAN, IP configuration)
• Ability to multitask and work in a fast-paced environment
• Prior experience in a voice-based technical support role is preferred
• Willingness to work in night shifts aligned with US time zones
• Willingness to work in rotational shifts with rotational week offs

Key Responsibilities

• Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher-level support when necessary, following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).