Sr. Coordinator, Support Operations

Capital One National Association; Richmond (VA); On-site; USD 53,000 - 61,000; Full time

Job summary

Capital One is seeking a Sr. Coordinator, Support Operations to deliver customer-first technology support for a large, geographically dispersed organization. The role emphasizes resolving laptop, mobile, and password issues, with escalation as needed.

Training new agents and maintaining strong communication are key responsibilities. The candidate should have a high school diploma and relevant certifications or degrees, plus experience in remote help desk, Mac and Windows OS support.

Qualifications

• High school diploma or equivalent required.
• 1+ year remote help desk experience preferred.
• 1+ year Mac support experience preferred.
• 1+ year Windows OS support experience preferred.
• ITIL, Mac Integration Basics, or Windows 10 certificate preferred.

Responsibilities

• Provide remote technical support to end users to achieve first contact resolution.
• Monitor and respond to tickets, calls, chats, or in-person requests.
• Assist end users with software/hardware issues via phone or chat.
• Log and escalate tickets using ServiceNow.
• Aid onboarding of new agents by training and shadowing.

Education

High School Diploma

Associate’s Degree in Computer Science, Information Systems, and Engineering

Tools

ServiceNow

Job description

Sr. Coordinator, Support Operations

Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. Technical support will require excellent written and verbal communication skills and will focus on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, etc. Additional responsibilities may include:

• Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution
• Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests
• Interact with end users via soft phone or chat modules to resolve software and hardware issues
• Utilize Service Now as the ticketing tool to track and elevate tickets for end users
• Assist with onboarding of new Agents by training and allow others to shadow
• Perform other tasks as needed and instructed by your manager

Basic Qualifications

• High School Diploma, GED or equivalent certification

Preferred Qualifications

• Associate’s Degree in Computer Science, Information Systems, and Engineering
• 1+ year of remote help desk support experience
• 1+ year of Mac support experience
• 1+ year of Windows OS support experience
• ITIL Certification, Mac Integration Basics Certificate, or Windows 10 Certificate

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Richmond, VA: $53,200 - $60,700 for Sr. Coordinator, Support Operations

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).