Configuration Specialist

SPRINKLR SUMMARY 

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.  

What You’ll Do 

• Perform various enablement and deployment related task on Sprinklr’s environment as per customer’s requirement 

• Provide real time end user assistance and make platform changes as requested by the customer 

• Align configuration with Sprinklr best practices and client requirements 

• Deploy Sprinklr Products on Client Environment. 

• Collaborating with cross-functional teams, including developers, quality assurance engineers, Product Support and product managers, to resolve queries and provide feedback for product improvement. 

• Creating and maintaining detailed documentation, such as knowledge base articles, FAQs, to assist customers and support colleagues in resolving common issues efficiently 

• Analysing support processes, identifying areas for improvement, and implementing solutions to enhance the overall customer experience and optimize support operations. 

• Identify and deploy the Tactical Use Cases (TUCs) and various product blueprints 

• Perform sanity checks post deployment activities to ensure high quality builds 

• Assist the Project Manager to create the project’s business case by understanding and ensuring all the high-level requirements are listed in the project scope 

• Ensure quality resolution to avoid escalations from customers 

• Assume responsibility for developing detailed knowledge about specific products & to stay up to date with the latest releases, new features etc. 

• 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. 

• Ensure that the SLAs, are met on time, while multitasking on different tasks and coordinating with Account team/Service/Engineering team 

What makes you qualified? 

• 2-5 years of experience in enterprise software debugging, engineering & support operations processes 

• 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. 

• 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 Log