Online Technical Help Associate

About the Company

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 300,000 team members in more than 50 countries. With its strong 50-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, driven by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms.

Job Description

Join Capgemini as an Online Technical Help Associate and be the first point of contact for our clients, providing crucial support and solutions through various digital channels. This entry-level position is ideal for individuals passionate about technology and eager to kickstart their career in IT support. You will be responsible for resolving technical queries, guiding users through troubleshooting steps, and ensuring a smooth and positive experience for our customers. We offer comprehensive training to equip you with the knowledge and skills needed to succeed in this dynamic role.

Key Responsibilities

• Provide first-line technical support to clients via online chat, email, and ticketing systems.
• Diagnose and troubleshoot basic technical issues related to software, hardware, and network connectivity.
• Guide users through step-by-step solutions and resolve technical problems efficiently.
• Escalate complex issues to senior technical support teams when necessary.
• Document all interactions, solutions, and troubleshooting steps accurately in the CRM system.
• Maintain up-to-date knowledge of products, services, and technical support procedures.
• Adhere to service level agreements (SLAs) and ensure high customer satisfaction.
• Contribute to knowledge base articles and improve support processes.

Required Skills

• Excellent written communication skills with a clear and concise approach.
• Strong problem-solving abilities and a logical approach to technical issues.
• Basic understanding of common operating systems (Windows, macOS) and applications.
• Proficiency in using online communication tools and customer service software.
• Ability to learn new technologies and processes quickly.
• Customer-focused mindset with a polite and professional demeanor.
• Ability to work effectively in a fast-paced team environment.

Preferred Qualifications

• A-levels or equivalent qualification in a technical or IT-related subject.
• Previous experience in a customer service or support role (even non-technical).
• Familiarity with ITIL fundamentals.
• Basic knowledge of network concepts (TCP/IP, Wi-Fi).

Perks & Benefits

• Comprehensive paid training and ongoing professional development.
• Competitive salary and performance-based bonuses.
• Private medical insurance.
• Company pension scheme.
• Generous holiday allowance.
• Employee assistance program and well-being initiatives.
• Opportunities for career progression within a global organization.

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