Respond to customer inquiries/ reported bugs received via ticketsto ensure their continued access & usage of the Sprinklr platform.Troubleshoot technical issues to providetimely&accurateresolution to the customer/any other stakeholder raised issues, bugs, concerns etc.
Identifyplatform gaps/issues, while investigatingand analyzing customer-reported issues toidentifythe 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 customersand 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 teamsto ensure quick resolution and coordinate with the product development team on bug fixes.
Capturing development areas for product improvementand drive interlocks with product managers and engineering
Ensure thatthecustomers/ ticket requestorsare educated, andunderstand the solutionprovided in the ticket if theissue is longstanding or needs explanation or wouldbenefitthe customer experience.
Create andmaintaindetailed documentation, such as knowledge base articles, FAQs, and troubleshooting guides, toassistcustomers and support colleagues in resolving common issues efficiently.
Conduct testing and quality assurance activitiestoidentifyand report product defects or potential areas for improvement. This may involveparticipatingin beta testing programs or performing regression tests after bug fixes or product updates.
Analyse support processes,identifyingareas for improvement, andimplementingsolutions to enhance the overall customer experience andoptimizesupport operations.
Assist Customers toseamless use our platform,whilemeeting all requirements and fulfilling expectationsregardingthe ticket resolution. Be at the forefront in case of customer escalation, if any, and do RCA, and ensure customer sentiment ismaintainedpositively.Share learning with the team and take corrective actions asdeemednecessary.
Ensure thatthe SLAs, ticket resolution times aremet on time,while multitasking on differentticketsand coordinating withAccount team/Customer/Engineering team
What makes you qualified
0-5 yearsof experience in enterprise softwaredebugging, engineering & support operations processes.Min 1+ years of experience in CCaaS solution/Contact Center Software Experiencelike Genesys, Avaya etc.Knowledge aboutCCaaS,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 effectivelyto meet the SLAsand juggle severaltickets/prioritiessimultaneously
Passion for solving customer concernsand 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.
