• Tech Support Analyst

    Capgemini (Tampa, FL)


    JOB DESCRIPTION:

    We are looking for Tech Support Analyst for a fulltime onsite role in Tampa, FL.

     

    2nd Shift 2:00 PM - 10:00 PM EDT

     

    Tuesday - Saturday (Sunday & Monday off days)

     

    Candidates must be local to Tampa, FL

    KEY RESPONSIBILITIES:

    • Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service

    • Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles

    • Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem

    • Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action

    • Accountable 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 Agreements

    REQUIRED SKILLS:

    • The ideal candidate will have a minimum of 1 - 2 years applicable experience.

    • 2 years’ work experience supporting customers remotely in a technical environment

    • 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles "

    • Basic network troubleshooting skills

    • Experience working with Point of Sale (POS) systems

    • Experience with ticketing systems

    • Experience with remote access software

    • Bilingual (Speak/Read/Write)

    • Highschool Diploma or GED (General Educational Development),

    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 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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 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 reach out to 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

     

    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.

     

    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:** _Tech Support Analyst_

    **Location:** _FL-Tampa_

    **Requisition ID:** _079527_