Contact Support Group (CSG) - IT Enablers

The CSG (Contact Support Group) forms the first line of defense in Capgemini's Cloud & Infrastructure Services (CIS) division. This team handles IT infrastructure incidents, service requests, and troubleshooting via multiple digital and legacy channels such as email, voice, chat, self-service portals, and AI-powered bots. As part of the CSG team, you'll play a crucial role in providing a seamless technical support experience for Capgemini's global clients. Key Responsibilities: - Provide world-class customer service and technical support through phone, chat, and email channels. - Manage and prioritize IT support tickets effectively — categorize, track, and update the status (open, closed, on-hold, or resolved). - Use business intelligence tools to analyze customer issues and suggest improvement areas. - Collaborate with teams to deliver proactive and predictive IT support solutions. - Handle requests related to password resets, session resets, and profile troubleshooting. - Maintain accurate communication with customers from greeting to resolution. - Utilize Capgemini's AI-powered CHIP Bot to enhance response efficiency and reduce customer waiting time. - Maintain and update the Knowledge Management System to ensure faster resolution in the future. - Improve service delivery standards and contribute to Capgemini's brand image through effective customer interaction.

Capgemini is a global leader in consulting, technology, and digital transformation. The Capgemini Exceller Program is designed to nurture young graduates and transform them into future-ready IT professionals. Through this program, freshers gain exposure to real-world technologies, business processes, and customer engagement strategies.