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# Tech Support analyst - Associate Software Technician

- **Company:** Capgemini
- **Location:** Atlanta, GA, United States
- **Experience:** Starter
- **Salary:** $29,973 - $60,014
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Remote Access Technology
- **Published:** November 5, 2026
- **Apply:** https://www.capgemini.com/jobs/592239-en_US_SAPBTP/x/

## About the Role

* The ideal candidate will have a minimum of 1 - 2 years applicable experience.
 * 2 years' work experience supporting customers remotely in a technical environment
 * 2 years' work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles
 * Basic network troubleshooting skills
 * Experience working with Point of Sale (POS) systems
 * Experience with ticketing systems
 * Experience with remote access software
 * Highschool Diploma or GED (General Educational Development)

## Description

* Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service
 * Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles
 * Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem
 * Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action
 * Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.
 * Maintaining Login Hours based on contractual Service Level Agreements