Technical Support Specialist – US Account

Responsibilities:

• Handle calls, e-mails, webchats, and other contacts within the service level agreement.
• Apply customer care rules according to Capgemini quality criteria.
• Manage Intelligent Service Center activities through gathering business information from the user, logging properly Incidents and service requests in relevant ticketing tool.
• Diagnose, Troubleshoot, and resolve user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary.
• Monitor ticketing tool queue.
• Consult high priority issues with Incident Manager.
• Proactive E2E ownership/monitoring.
• Efficient use of tools including automation tools.

Qualifications:

• Bachelor of computer science or any relevant studies.
• A minimum of 1 years of relevant Tech support or Offshore contact center experience.
• Outstanding English communication both verbal and non-verbal.
• Good IT knowledge (Operating systems, applications, printers, Microsoft Office / O365) is essential.
• Good IT Service management tools understanding.
• Excellent Problem solving skills.
• ITIL V4 knowledge is advantageous.
• Automation skills are a big plus.