Technical Support Engineer Job in Bangalore at Sprinklr

Sprinklr is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• 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. 
• 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.  

Requirements:

• 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. 
• Self-motivated, takes initiative, assumes ownership.