CSG IT Enablers – Contact Support Group | Capgemini Exceller
Location: Noida
Eligibility: 2025 Graduates (Any 3-year diploma/graduation)
CTC: ₹3,00,000 per annum (3 LPA + 25k one-time incentive)
About the Role
Join Capgemini’s Contact Support Group (CSG), part of Cloud & Infra Services (CIS), to manage IT infrastructure incidents and service requests via voice, email, chat, BOTs, and other digital channels. You will provide proactive and user-centric IT support, ensuring speedy incident resolution and excellent customer experience. This role requires flexibility to work across different regions and time zones in rotational 24×7 shifts.
Responsibilities
- Provide best-in-class customer service and technical troubleshooting across multiple support channels.
- Ticket management: Prioritize, categorize, track, and resolve tickets while keeping customers informed.
- Use data and tools to support customers effectively through business intelligence approaches.
- Deliver quality service and manage customer interactions from greeting to resolution.
- Leverage AI BOT (CHIP) to enhance customer experience and reduce resolution time.
- Handle emails effectively as a support channel.
- Maintain knowledge base and ensure first-contact resolution wherever possible.
- Support customers in Telecommunication, Financial Services, Healthcare, and Technology industries.
- Troubleshoot internet issues, password resets, and other common queries.
Desired Skills
- Excellent English communication and interpersonal skills.
- Ability to perform under pressure and multi-task across channels.
- Basic computing skills.
- Willingness to work in night shifts and relocate if required.
Important Notes
- Active DigiLocker account and mobile number linked with Aadhar is required.
- Diversity & Inclusion: Female candidates are encouraged to apply.
- Selection process will be conducted online; candidates must arrange necessary infrastructure.
- Only shortlisted candidates will be invited for the assessment.
