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.
Job Description
Role Description:
We're seeking passionate Fluent French IT enthusiasts to join our vibrant team and manage our technical support operations! You'll provide top-notch first-line support to our global clients, ensuring a seamless experience. This role offers a hybrid work model with flexible scheduling, allowing you to work shifts across a 24/7 operation.
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.
- Solid understanding of IT concepts and technologies.
- Exceptional communication skills in French , both written and verbal.
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, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.