Job Description
Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.Learn more about our culture and how we make our employees happier through The Sprinklr Way.Job DescriptionSPRINKLR SUMMARYSprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100. Learn more about our culture and how we make our employees happier through The Sprinklr Way.What You’ll DoPerformvariousenablementanddeploymentrelatedtaskonSprinklr’senvironmentaspercustomer’srequirementProviderealtimeend userassistanceandmakeplatformchangesas requested bythecustomerAlignconfigurationwithSprinklrbestpracticesandclient requirementsDeploySprinklrProducts onClientEnvironment.Collaborating with cross-functional teams, including developers, quality assurance engineers,Product Support and product managers, to resolve queries and provide feedback for productimprovement.Creating and maintaining detailed documentation, such as knowledge base articles, FAQs, to assistcustomers and support colleagues in resolving common issues efficientlyAnalysingsupport processes,identifyingareasforimprovement,and implementing solutionstoenhance the overall customer experience and optimize support operations.IdentifyanddeploytheTacticalUseCases (TUCs)andvarious productblueprintsPerformsanitycheckspostdeploymentactivitiestoensure highqualitybuildsAssist the Project Manager to create the project’s business case by understanding and ensuring allthe high-level requirements are listed in the project scopeEnsurequality resolutiontoavoidescalations from customersAssumeresponsibilityfordevelopingdetailedknowledgeaboutspecificproducts&tostayuptodatewiththelatestreleases,newfeaturesetc.Conduct testing and quality assurance activities to identify and report product defects or potentialareas for improvement. This may involve participating in beta testing programs or performingregression tests after bug fixes or product updates.Ensure that the SLAs, are meton time, while multitasking on differenttasks and coordinating with Account team/Service/Engineering teamWhatmakesyouqualified?2-5 years of experience in enterprise software debugging, engineering &support operations processesExcellentwrittenandverbalcommunicationskillsStrong technical background with advanced computer skills/ Strong analytical and problem-solving skillsAbility to work independently and as a member of a teamAbility to work effectively to meet the SLAs and juggle several tickets/priorities simultaneouslyPassion for solving customer concerns and commitment to client delightA 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.Self-motivated, takes initiative, assumes ownership.Ability to work in a highly collaborative and fast-paced environment.Strong teamwork - willingness and ability to get help from team members when required, and the good judgment to know when to seek help.Experience in Web technologies, CRM or SaaS platforms and/or digital marketing experience in social platforms.Understanding of data storage technologies/databases (MongoDB, MySQL, etc.)Understand & excel in deciphering technical aspects like – Graylogs, Kibana, API Browser, Query Executor, Restricted Curls, Runner LogWhy You'll Love Sprinklr: We're 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 world's 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.
