Software Engineer

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.

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 for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer 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.
• Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
• Basic to intermediate knowledge of:
• Windows operating systems (installation, updates, error resolution)
• Device drivers and software compatibility
• Hardware components and peripheral troubleshooting
• 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 you''ll 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 solutions to overcome societal and environmental challenges.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com