Join Capgemini and shape your career in a supportive, collaborative global community. Help leading organizations harness technology to build a more sustainable and inclusive world. This role focuses on empowering you to reach your professional goals.

Our commitment to diversity ensures everyone feels valued and can bring their authentic self to work. Experience a vibrant culture with internal music performances, sports events, and wellness challenges, fostering a strong sense of belonging.

Provide essential technical support via phone and chat for software, hardware, peripherals, and basic network issues. Effectively diagnose and resolve technical challenges, prioritizing First Call Resolution (FCR). Handle customer interactions with patience and empathy, driving high Customer Satisfaction (CSAT) through timely and effective solutions.

Accurately document all interactions and troubleshooting steps within the ticketing system. Escalate complex issues according to established protocols while maintaining high productivity and adherence to service level agreements (SLAs).

Possess excellent verbal communication skills with a neutral accent and strong active listening abilities. Demonstrate robust interpersonal skills for managing challenging conversations and de-escalating tense situations.

Have foundational knowledge of Windows operating systems, device drivers, software compatibility, hardware components, peripheral troubleshooting, and basic networking concepts (Wi-Fi, LAN, IP configuration). The ability to multitask in a fast-paced environment is essential.

Prior experience in a voice-based technical support role is advantageous. Flexibility to work night shifts aligned with US time zones and rotational shifts with rotating week offs is required.