Technical Support Analyst

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 300,000 team members in nearly 50 countries. With its strong 50-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of 16 billion.
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Position : Technical Support Analyst Location : Shelton, CT Duration : Fulltime

Job description:

• Provide best-in-class customer service, problem resolution and technical fix to customer queries over the voice-based phone service.
• Using basic solve processes, validating the issue, recording critical details in ticketing system, using Knowledge Base articles
• Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem. Raises 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
• Accountable for accurate weekly Project Time Reporting. Using correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days

Required Skills:

• Focus on high client satisfaction.
• Strong written and oral communication skills, English-speaking skills, bilingual a plus
• Ability to work well in a team-based, fast paced/multitasking environment.
• Ability to multitask, prioritize and implement tasks in a high-pressure environment.
• Active listener, demonstrate empathy and bilingual speaker.
• Typing speed of 50 wpm or higher
• Experience working with Point of Sale (POS) systems, ticketing systems and with remote access software.

Disclaimer
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

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Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.