Capgemini Japan Careers

Description

• Provide support via telephone/email/chat for customers end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update and self development.
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases."

• Fluent verbal and written Japanese language skills paired with very good communication skills
• Experience in handling the relevant Operating Systems and Applications
• Experience working as a customer service agent.
• Team player with a problem-solving attitude and efficient task management skills
• Experience applying appropriate solutions according to the incident management process.
• Knowledge Management, incident Management, Service Now tool experiences are plus.

• Single point of contact for users' issues and requests
• Answer all contacts efficiently in a professional and courteous manner in the requested languages, as applicable.
• Resolve requests and incidents or pass to resolving teams.
• Record all steps performed to resolve an issues/Tickets.
• Track, chase, and control tickets
• Call back, troubleshoot, and perform procedural follow ups.
• Handle high priority incidents according to procedure.
• Identify and work on updating/creating work procedures / shift left opportunities *
• Create, modify, and terminate accounts, or perform actions requiring elevated access, across several systems/applications (defined at the job). 

キャップジェミニについて

キャップジェミニは、お客様のビジネストランスフォーメーションならびにテクノロジートランスフォーメーションのグローバルパートナーです。企業が“デジタル世界”と“持続可能な世界”への移行を加速できるようご支援し、組織と社会へのインパクトを目に見える形で生み出しています。当グループは、世界50か国以上、約34万人の使命感あふれる多様性に富んだチームメンバーから成る組織です。55年にわたり培ってきた豊富な実績を有し、幅広いビジネスニーズへの対応をテクノロジーの力で支援するパートナーとして、お客様から厚いご信頼をいただいています。AI、クラウド、データ領域で市場をけん引する能力を発揮し、各業界への深い専門知識とパートナーエコシステムを組み合わせ、戦略・設計からエンジニアリングまでを網羅する強みを活かして、エンドツーエンドのサービスやソリューションをご提供しています。2023年のグループ売上高は22.5億ユーロです。

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