Tech Support Analyst - Associate Software Technician

Capgemini; Atlanta (GA); On-site; USD 30,000 - 60,000; Full time

Benefits offered by this job

Paid time off

Medical, dental and vision insurance

401(k) retirement plan

Life and disability insurance

Employee assistance programs

Job summary

Capgemini in Tampa, FL is seeking an experienced software support professional to provide best-in-class customer service, troubleshoot technical issues over the phone, and document details in our ticketing system.

You will use remote tools to access customer PCs, escalate complex problems, and maintain call metrics while adhering to service level agreements. A HS diploma and 1–2 years in a technical support role are required.

Qualifications

• Minimum 1–2 years in a technical remote support role.
• Experience in a call center or IT help desk is preferred.
• Basic networking troubleshooting skills required.

Responsibilities

• Provide best-in-class customer service and technical troubleshooting via phone.
• Log issues in ticketing system with all details.
• Use remote tools to access customer PC/workstation for diagnosis.
• Escalate unresolved issues per guidelines and track metrics like average handle time.

Skills

Network troubleshooting

POS systems

Remote access software

Ticketing systems

Customer service

Education

High School Diploma or GED

Tools

Ticketing software

Remote support tools

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.LocationThis is an onsite role in Tampa, FL.About the job you're consideringThe Capgemini team offers extensive career opportunities and provides mentoring and coaching for teammates. This role is an experienced professional with a strong background in software development.Your roleProvide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone serviceUtilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articlesUse of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problemEscalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective actionAccountable 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 AgreementsYour skills and experienceThe ideal candidate will have a minimum of 1 - 2 years applicable experience.2 years’ work experience supporting customers remotely in a technical environment2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support rolesBasic network troubleshooting skillsExperience working with Point of Sale (POS) systemsExperience with ticketing systemsExperience with remote access softwareHighschool Diploma or GED (General Educational Development)#LI-RM1 - HybridJob DescriptionWorks in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications.1. The Technician is worker in a field of technology, proficient in a relevant skill or technique, with a practical understanding of the theoretical principles.2. The Technician is typically responsible for installation, troubleshooting and repair, testing and measuring, maintenance and adjustment, manufacturing or operations.3. The Technician builds skills and expertise of his/her Engineering Discipline to reach standard technical skills expectations for the applicable role, as defined in Professional Communities.4. The Technician collaborates and acts as team player with other Technicians and Engineers involved in his/her engineering activities.Job Description - Grade SpecificHas an entry level graduate with limited commercial and technical work experience. Build skills and expertise in the Software Engineering Discipline. Works to instructions and directions and delivers reliable results. Solves routine problems. Organises own time with a short time horizon.The base compensation range for this role in the posted location is $29,973 - $60,014.Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.It is not typical for candidates to be hired at or near the top of the posted compensation range.In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick LeaveMedical, dental, and vision coverage (or provincial healthcare coordination in Canada)Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)Life and disability insuranceEmployee assistance programsOther benefits as provided by local policy and eligibilityImportant Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.DisclaimersCapgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.