Sprinklr is seeking a Technical Support Engineer for CCaaS to troubleshoot and resolve customer inquiries and reported bugs on the Sprinklr platform. This role involves identifying root causes, collaborating with cross-functional teams for complex issues, and escalating critical problems. Responsibilities also include developing product knowledge, creating documentation, conducting testing, and analyzing support processes to enhance customer experience and ensure timely ticket resolution while maintaining positive customer sentiment.
Good To Have:
Knowledge about CCaaS, CPaaS, Voice/ telephony infrastructure
Must Have:
Respond to customer inquiries/reported bugs via tickets.
Troubleshoot technical issues to provide timely & accurate resolution.
Identify platform gaps/issues by investigating and analyzing customer-reported issues.
Ensure quality resolution to avoid escalations from customers and reopening of issue tickets.
Assume responsibility for developing detailed knowledge about specific products.
Collaborate with cross-functional teams to resolve complex issues and provide feedback.
Escalate critical issues to cross functional teams for quick resolution.
Capturing development areas for product improvement and drive interlocks.
Ensure customers/ticket requestors are educated and understand the solution provided.
Create and maintain detailed documentation.
Conduct testing and quality assurance activities to identify and report product defects.
Analyse support processes, identifying areas for improvement.
Assist Customers to seamless use our platform, meeting all requirements.
Ensure that the SLAs, ticket resolution times are met on time.
Perks:
Comprehensive health plans
Leading well-being programs
Financial protection for you and your family
Daily meditation breaks
Virtual fitness
Continuous learning opportunities with LinkedIn Learning
Add these skills to join the top 1% applicants for this job
team-management
saas-business-models
cross-functional
excel
communication
problem-solving
game-texts
quality-control
mysql
kibana
mongodb
python
javascript
java
Job Description
What will you do:
Respond to customer inquiries/ reported bugs received via tickets to ensure their continued access & usage of the Sprinklr platform. Troubleshoot technical issues to provide timely & accurate resolution to the customer/any other stakeholder raised issues, bugs, concerns etc.
Identify platform gaps/issues, while investigating and analyzing customer-reported issues to identify the root cause and provide effective solutions. This may involve debugging software, examining logs, or replicating problems in a controlled environment.
Ensure quality resolution to avoid escalations from customers and reopening of issue tickets.
Assume responsibility for developing detailed knowledge about specific products & to stay up to date with the latest releases, new features etc.
Collaborate with cross-functional teams, including developers, quality assurance engineers, and product managers, to resolve complex issues and provide feedback for product improvement. Escalate critical issues to cross functional teams to ensure quick resolution and coordinate with the product development team on bug fixes.
Capturing development areas for product improvement and drive interlocks with product managers and engineering
Ensure that the customers/ ticket requestors are educated, and understand the solution provided in the ticket if the issue is longstanding or needs explanation or would benefit the customer experience.
Create and maintain detailed documentation, such as knowledge base articles, FAQs, and troubleshooting guides, to assist customers and support colleagues in resolving common issues efficiently.
Conduct testing and quality assurance activities to identify and report product defects or potential areas for improvement. This may involve participating in beta testing programs or performing regression tests after bug fixes or product updates.
Analyse support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations.
Assist Customers to seamless use our platform, while meeting all requirements and fulfilling expectations regarding the ticket resolution. Be at the forefront in case of customer escalation, if any, and do RCA, and ensure customer sentiment is maintained positively. Share learning with the team and take corrective actions as deemed necessary.
Ensure that the SLAs, ticket resolution times are met on time, while multitasking on different tickets and coordinating with Account team/Customer/Engineering team
What makes you qualified?
0-5 years of experience in enterprise software debugging, engineering & support operations processes. Min 1+ years of experience in CCaaS solution/Contact Center Software Experience like Genesys, Avaya etc. Knowledge about CCaaS, CPaaS, Voice/ telephony infrastructure etc is a big add-on]
Excellent written and verbal communication skills
Strong technical background with advanced computer skills/ Strong analytical and problem-solving skills
Ability to work independently and as a member of a team
Ability to work effectively to meet the SLAs and juggle several tickets/priorities simultaneously
Passion for solving customer concerns and commitment to client delight
A drive to dig into the details of a system or process to solve customer problems.
Zeal to learn and constantly upgrade skills in a fast-changing work environment.
Ability to think on your feet and remain calm under pressure.