Product Support Engineer jobs in Bangalore at Sprinklr

Meet our Product Support Team!  
The most important criteria for joining our Product Support team are:
Passion for solving client challenges and commitment to client delight
Excellent written and verbal communication skills
Ability to multi-task and prioritize in a fast-paced and highly collaborative environment both independently and as a member of a team
Both attention to detail as well as the ability to see the high-level view
Positive, proactive and can-do attitude
Fluency in social media platform

What You'll Do  :

The Product Support Engineer in Triage is responsible for providing high-quality communication and support for the Sprinklr platform and/or Sprinklr products.
This person will handle incoming issues following Support processes. This person will also work on other tasks, customer tickets, analysis and projects.

What Are Your Responsibilities:

Perform initial triage of all support tickets submitted to the Product Support help desk, providing courteous responses, ensuring the accuracy of ticket data and performing the assignment of tickets to the appropriate group for resolution
Independently identify and escalate urgent issues, track and report on trends
Handle service interruptions and known issues, keeping customers up to date at all times on incident progress, including coordinating response, escalation, tracking and analysis of incidents
Taking ownership of customer tickets and provide resolution within SLAs
Responsible for tasks including customer items as well as internal housekeeping, documentation and analysis
Actively contribute to ongoing process improvement, problem resolution and workflow improvements
Develop and maintain knowledge of the Sprinklr products

Who You Are & What Makes You Qualified

Minimum of 1+ years of experience in a client-facing role supporting software products
Understanding of Enterprise Support and SLAs
Familiarity with ticketing software
Confident, professional and courteous communication with customers
Knowledge of Linux and SQL

Sprinklr is 1500 employees strong, valued at $1.8 billion, and one of the fastest growing companies in the history of enterprise software. In the age of the empowered and connected customer, we know that every experience a customer has with a brand matters...a lot.

That is why -- from the very beginning -- Sprinklr set out to build a powerful, agnostic, and first-of-its-kind, social operating system that integrates with an organization 's existing tech infrastructure and allows employees across the front office to collaborate more effectively and deliver superior customer experiences across every social channel.

Today we are revolutionizing customer engagement in 75+ countries for more than 1400 of the most recognized brands, including Nike, JPMorgan Chase, Verizon, McDonald s, Microsoft, P&G, Uber, and more than 90% of the Fortune 50. We 've spent the last six years building the world’s most complete enterprise social technology.

Now we’re leveraging that market-leading position to help the biggest brands on the planet take on one of the largest opportunities ever in enterprise software: unifying the front office.

And we’re bringing the very best talent in the world together to get there.