What You'll Be Doing
Responsibilities:
- Be the first point of contact for clients, handling inquiries via phone calls, emails, webchats, and other communication channels, all within established service level agreements (SLAs)
- Uphold exceptional customer service standards, following Capgemini's quality guidelines.
- Leverage the Intelligent Service Center by gathering user information, accurately logging incidents and service requests in our ticketing tool.
- Diagnose, troubleshoot, and resolve user technical issues efficiently, adhering to SLA standards. When needed, escalate complex issues to the appropriate resolution team.
- Maintain vigilance by monitoring the ticketing tool queue to ensure prompt issue resolution.
- Collaborate with the Incident Manager on high-priority issues.
- Demonstrate proactive ownership and ongoing monitoring of the entire support process (end-to-end).
- Become an expert in utilizing our various support tools, including automation software.
Experience & Qualification
- Bachelor's degree in computer science or a related field.
- A minimum of 2 years experience in a similar position.
- Solid understanding of IT concepts and technologies.
- Exceptional communication skills in German, both written and verbal.
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.
Get the future you want | www.capgemini.com
