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Support Team Lead

Capgemini

Capgemini

Customer Service
Poland
Posted on Thursday, June 27, 2024

We work in a hybrid model! Recruitment process for this position and onboarding trainings are conducted online.

Capgemini Engineering is a world leader in engineering and R&D services. We combine our broad industry knowledge and cutting-edge technologies in digital and software to support the convergence of the physical and digital worlds. Every day, we help our clients to accelerate their journey towards Intelligent Industry.

At Capgemini, we are a responsible and diverse. Our organization has a strong 55-year heritage and deep industry expertise. We are trusted by our clients to address the entire breadth of their business needs—from strategy and design to operations. Our actions are fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms.

Your future tasks:

  • Managing all communication with indicated client's customers and partners required to resolve support tickets
  • Resolving support tickets
  • Coordinating and tracking the escalation of tickets to client FTE support team
  • Maintaining a record of all communication and actions for the support tickets in Zendesk provided by client
  • Participating in the on-call rotations when needed for resolution of severe issues (Severity 1).
  • Assessing if support tickets are feature requests or product bugs and replicating bugs.
  • Training and mentoring junior support engineers to deliver effectively
  • Contributing to the frequently answered questions to the client knowledge base and participating in replying to client community questions and discussions.
  • Leading the initial transition/knowledge acquisition from client.
  • Ramping up Capgemini’s team on client Products, processes and tools.
  • Provide technical governance of overall support activities.
  • Prior experience on client Product portfolio.
  • Experience in a customer facing role, ideally in a SaaS environment

Our Requirements:

  • Experience in a customer-facing role, ideally in a SaaS environment
  • Hands-on experience with Linux
  • Experience with relational and non-relational database/data sources (MySQL, PostgreSQL).
  • Experience troubleshooting web-based applications.
  • Experience with Java and REST API
  • Excellent knowledge of certificates - SSL, SSO, and LDAP.

What have we prepared for you?

A lot of benefits:

  • Private medical care and life insurance with ability to buy additional packages (e.g., dental care, senior care, oncology) on preferential terms.
  • Access to Capgemini Helpline with possibility to chat with therapists.
  • Bonuses for recommending your friends to Capgemini.
  • Access to Inspiro app with rich audiobooks database
  • Access to our NAIS benefit platform (40+ options available: Netflix, SpotifyMultisport, cinema tickets, etc.)

Personal and professional development:

  • 70+ training tracks with certification opportunities (e.g. MS Azure, AWS, Google, Cloud) on our NEXT training platform.
  • Platform with free access to Pluralsight, TED TalksCoursera materials and trainings.
  • Free access to Udemy Business account with ability to use during and outside working hours.
  • Transparent performance management policy.

Our legendary atmosphere:

We value teamwork and good relationships. We work together, drink coffee together, and form friendships both inside and outside of work.

  • No official dress-code.
  • Various communities: OUTfront, Women@Capgemini, Foreigners Community, and more.
  • Day off for volunteering
  • Ability to implement world-changing initiatives thanks to our Grant Program
  • The award of "Top Employer Poland 2024" and "Top Employer Europe 2024" - proof of our commitment to creating an exceptional work environment and caring for the development of our employees.​​​​​​

Who are we?

Being one of us means constant development among other great people. It's a team who you want to spend time with, during and after work. Trainings and initiatives make your daily tasks more interesting, fun, and unique.

Capgemini Engineering has 65,000 engineer and scientist team members in over 30 countries across sectors including Automotive, AI and Data, Software & Internet, Telecommunication, Rail, Infrastructure and Transportation, Defense, Aeronautics, Energy, Communications, Semiconductor & Electronics, Industrial & Consumer. Join us on a journey towards Intelligent Industry!

It's time to #Get the Future You Want!

Your life is in your hands, and you have the opportunity to improve it, develop yourself, and simply — join us :)

Do you want to get to know us better? Visit our Capgemini Engineering website!

Do you have any additional questions about working at Capgemini? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Engineering. You can also find us on TikTok! — @capgeminipl.