Job Description
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Job Description
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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.
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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.
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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.
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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.
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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.
What makes you qualified?
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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 ]
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Understand & excel in deciphering technical aspects like - Graylogs , Kibana , API Browser , Query Executor , Restricted Curls , Runner Logs
Why Youll Love Sprinklr: Were committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world. For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides. We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world s most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the worlds largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr s EEO Policy and EEO is the Law.
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: DBA / Data warehousing
Role: Database Administrator
Employement Type: Full time
Contact Details:
Company: Sprinklr
Location(s): Noida, Gurugram
Keyskills:
RCA
Manager Quality Assurance
Coding
Analytical
MySQL
Javascript
microsoft
Digital marketing
Technical support
CRM