[Remote] Principal Coordinator, Support Operations

Note: The job is a remote job and is open to candidates in USA. Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. The role focuses on providing technical support for laptop and mobile device issues, troubleshooting, and assisting with onboarding new agents.

Responsibilities

• Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution
• Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests
• Interact with end users via soft phone or chat modules to resolve software and hardware issues
• Utilize Service Now as the ticketing tool to track and escalate tickets for end users
• Assist with onboarding of new Agents by training and allow others to shadow
• Perform other tasks as needed and instructed by your manager

Skills

• High School Diploma, GED or equivalent certification
• At least 1 year of remote help desk support experience
• Associate's Degree in Computer Science, Information Systems, and Engineering
• 2+ years of remote help desk support experience
• 1+ year of Mac support experience
• 1+ year of Windows OS support experience
• ITIL Certification, Mac Integration Basics Certificate, or Windows 10 Certificate

Benefits

• A comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

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