at Capgemini
ConsultanciesPosted 8 days ago
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**Associate Software Engineer | Capgemini** Deliver Level 1 IT support via phone/chat, resolving software (Windows OS), hardware, peripherals, and basic network issues. Aim for high First Call Resolution (FCR) and drive Customer Satisfaction (CSAT). Handle escalations to higher-level support as needed. Maintain productivity levels and adhere to service level agreements (SLAs). Previous voice-based technical support experience preferred. Rotational shifts, including evenings, nights, and weekends. Strong proficiency in Windows operating systems, drivers, and software compatibility. Minimum qualifications: Associate's degree in IT or relevant field, 1-3 years' experience in technical support.
- Compensation
- Not specified
- City
- Noida
- Country
- India
Currency: Not specified
Full Job Description
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where youll be supported and inspired by a collaborative community of colleagues around the world, and where youll be able to reimagine whats possible. Join us and help the worlds leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your Role
- 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).
Your Profile
- This is a 24x7 Level 1 IT Service Desk role.
- The role primarily supports Indian evening and night shifts.
- 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
- Windows operating systems (installation, updates, error resolution)
- Device drivers and software compatibility
- Hardware components and peripheral troubleshooting
- Basic networking (Wi-Fi, LAN, IP configuration)
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com
