Associate Software Engineer

Capgemini; Dadri; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Inclusive culture

In-house band performances

Wellness activities and events

Career growth opportunities

Job summary

Capgemini India is seeking a night-shift voice-based Technical Support Specialist to handle phone and chat support for software, hardware, and basic networking issues. You will diagnose problems, aim for First Call Resolution, and drive customer satisfaction by delivering timely, effective solutions.

You will document all interactions in the ticketing system, escalate when necessary, and maintain productivity and SLA adherence in a fast-paced environment.

Qualifications

• Excellent verbal communication with a neutral accent.
• Basic networking knowledge (Wi-Fi, LAN, IP configuration).
• Experience in voice-based technical support is preferred.

Responsibilities

• Deliver technical support over phone/chat for software, hardware, peripherals, and basic network issues.
• Diagnose and resolve issues to achieve First Call Resolution (FCR).
• Document all interactions and troubleshooting steps in the ticketing system.
• Escalate unresolved issues following defined protocols and maintain SLAs.

Skills

Verbal Communication

Neutral Accent

Networking Basics

Multitasking

Voice Support

Night Shifts

Job description

Job Description:

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 forFirst Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• DriveCustomer 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

• 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.

What youll love about working here

• We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
• Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.
• At Capgemini, you can work on cutting -edge projects in tech and engineering with industry leaders or create solutionsto overcome societal and environmental challenges.

For this role, the gross annual starting base salary is [X] [currency] (full-time). This covers base pay only; any bonuses, incentives, and benefits will be discussed later in the recruitment process. Candidates with additional experience or qualifications may receive a higher offer, determined by objective, gender-neutral criteria and consistent with our pay principles. If a collective labour agreement applies, we will explain the relevant pay terms at the interview stage. Note: We never ask for your current or previous salary during our hiring process.