$41,100 – $89,230MidFull Time
At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
This is an onsite role located at Halifax, NS.
Looking to hire Customer Support Analyst, who will serve as the primary point of contact for client’s customers receiving Splunk services. This role is responsible for managing customer inquiries across multiple channels, ensuring timely triage, ownership, and resolution of issues related to Customer Support Investigation (CSI).
1. Support customer service transactions through below media channels:
•CRM (Customer Relationship Management)– Case Processing / Email/ Queue Support
•Chat (future Capability)
•Phone
2. Support internal and external customers across multiple transaction types as follows:
•Creating a case within Salesforce.com to coordinate scheduling and communications of Cloud work.
•Coordinate information between 2 CRMs (Salesforce.com – External, and Jira – Internal).
•Interdepartmental updates to status of requests from internal and external customers.
•Mass customer communications supporting cloud maintenance
•Accurately gather information from the customer – contract number, issue, name, product – then create a case and route the correct queue using Salesforce.com
•When escalating a P1/P2, create a bridge (i.e., Zoom/Webex) and perform a warm handoff to the Splunk support engineer
3. Handle all inquiries regarding Services listed above from client’s customer(s) using Splunk’s provided CRM.
4. When responding, Supplier shall take ownership of the issue, providing the primary interface to resolve the customer’s inquiry, and drive to resolution, which may mean follow-ups to the customer or escalation to the appropriate Splunk resource.
5. Handle all inquiries regarding Services listed above from client’s Customer(s).
6. Log updates in case notes and attempt to resolve the issue.
The base compensation range for this role in the posted location is: $41,100-$89,230.
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
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Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
