Technical Support Analyst - Capgemini
Tampa, FL
About the Job
Job description:
· The Technical Support Analyst plays a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call details in ticketing systems, and raising problems for resolution.
· Role is based at assigned client location with a requirement of reporting onsite during normal business hours, Monday through Friday unless otherwise scheduled in support of client demand.
Key Responsibilities:
· Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service
· Applying basic troubleshooting processes, validating the issue, recording critical issues in system, applying Knowledge Base articles
· Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem
Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.
Accountable for accurate weekly Project Time Reporting. Applying correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days
Required Skills:
Strong written and oral communication skills, English-speaking skills, bilingual a plus.
Ability to effectively multitask, prioritize and implement tasks in a fast paced environment.
Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.)
Typing speed of 50 wpm or higher
Qualifications
Highschool Diploma or GED (General Educational Development), some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience.
1– 2 years’ work experience supporting customers remotely in a technical environment
1– 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief
About Capgemini
Capgemini is a global leader in partnering with companies to transform and lead their business by harnessing the power of technology. The Group is guided every day by its purpose of igniting human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-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, motivated by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.
Get The Future You Want | www.capgemini.com
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.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please get in touch with your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
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.
Job: _Programmer/Analyst_
Organization: _NA APPS LOC PRACTICE_
Title: _Technical Support Analyst_
Location: _FL-Tampa_
Requisition ID: _078081_
· The Technical Support Analyst plays a critical role in providing technical assistance to client end-users for software applications, hardware/devices, logging and tracking service call details in ticketing systems, and raising problems for resolution.
· Role is based at assigned client location with a requirement of reporting onsite during normal business hours, Monday through Friday unless otherwise scheduled in support of client demand.
Key Responsibilities:
· Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service
· Applying basic troubleshooting processes, validating the issue, recording critical issues in system, applying Knowledge Base articles
· Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem
Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.
Accountable for accurate weekly Project Time Reporting. Applying correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days
Required Skills:
Strong written and oral communication skills, English-speaking skills, bilingual a plus.
Ability to effectively multitask, prioritize and implement tasks in a fast paced environment.
Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.)
Typing speed of 50 wpm or higher
Qualifications
Highschool Diploma or GED (General Educational Development), some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience.
1– 2 years’ work experience supporting customers remotely in a technical environment
1– 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles
Life at Capgemini
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief
About Capgemini
Capgemini is a global leader in partnering with companies to transform and lead their business by harnessing the power of technology. The Group is guided every day by its purpose of igniting human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-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, motivated by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.
Get The Future You Want | www.capgemini.com
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.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please get in touch with your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
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.
Job: _Programmer/Analyst_
Organization: _NA APPS LOC PRACTICE_
Title: _Technical Support Analyst_
Location: _FL-Tampa_
Requisition ID: _078081_
Source : Capgemini