1. 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 assignment of tickets to the appropriate group for resolution
2. Independently identify and escalate urgent issues, track and report on trends Handle service interruptions and known issues & keep customers up to date at all times on incident progress including coordinating the responses, escalation, tracking, and analysis of incidents
3. Take ownership of customer tickets and provide a resolution within SLAs
4. Work on other tasks, including customer items as well as internal housekeeping, documentation, and analysis
5. Actively contribute to ongoing process improvement, problem resolution, and workflow improvements
6. Develop and maintain knowledge of the Sprinklr products
Sprinklr Private Limited is the complete social media management system for enterprises. We help the world's largest brands with marketing, advertising, care, sales, research, and commerce on Facebook, Twitter, LinkedIn, and 21 other channels globally, all on one integrated platform.
