Key Responsibilities:
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).

Required Skills & Qualifications:
Excellent verbal communication skills with a neutral accent and active listening abilities.




Robust 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 quick-paced workplace.
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.

Please ensure candidates are aware that:
This is a 24x7 Level 1 IT Service Desk role.
The role primarily supports Indian evening and night shifts.
The work location is Noida.

📌 Walk In Technical Support Executive Gurugram
🏢 Capgemini
📍 Gurugram