Client Support Analyst

Washington DC
December 21, 2024
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Job Description

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.

Job Description
 

  • United States Remote/PST Time Zone

  • Candidates should reside in MST or PST time zone.

What will you do:

Working on the Platinum Support Team the Client Support Analyst is the main technical support contact serving Sprinklr’s largest and most complex customers.

We work with program managers and executive level decision makers at large enterprise brands to deliver excellent customer support experience. Platinum Support also acts as an internal escalation point, collaborating with Sales, Customer Success & Services to resolve issues.

The PSAM also acts as the day-to-day internal escalation point, and point of contact for clients, ensuring optimal client service as it relates to platform performance, functionality, enhancements, and configuration while supporting line management and operational excellence.

Responsibilities:

  • Serve as the technical voice of the customer and advocate for your clients’ needs when escalating product issues.

  • Closely monitor total time to resolve for your assigned customer support cases and always ensure adherence to SLAs.

  • Be an expert on the Client’s custom implementation and be able to resolve issues pertaining to their setup that doesn’t require engineering intervention.

  • Meet regularly with your customer contacts for case reviews. You’ll cover trends you see in support tickets, look for opportunities to reduce pain points in product use, and deliver updates on outstanding issues.

  • Collaborate regularly with other members of the account team to address reported issues and support their efforts.

  • Attend bridge calls for escalated issues and work directly with the customer and engineering for expedited resolution.

  • Plan and execute important events for customers in collaboration with Success/MS team.

  • Prepare regular reports for internal stakeholders for all your accounts to highlight customer health index and plan of action to improve.

  • Share regular insights into new product features with your customers.

  • Discuss and plan release readiness to meet customer expectations and ensure faster resolution on release related issues.

  • Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.

  • Ensure the highest standard of service delivery to our platinum customers.

  • Expertise in business analysis, functional specification, system design, platform configuration, testing, and training while assisting in operational housekeeping. This Includes:

  • Provide social insights and recommendations to support clients’ business practices.

  • Design and configure the appropriate Sprinklr solution to meet all requirements based on best practices and client’s custom needs, adhering to primary business use cases and platform functionalities.

  • Provide consulting advice to clients about Sprinklr platform during different phases of project implementation.

What makes you qualified?

  • Strong customer interpersonal skills, and willingness to serve customers across various time zones. This role will be predominantly support our U.S based customers on the west coast, so the candidate is expected to work normal business hours in the PST time zone. Occasionally working a Saturday or Sunday bi-monthly may be required as per business needs.

  • Strong analytical and problem-solving skills.

  • Fluent in English.

  • Excellent communication skills, both written and verbal.

  • A drive to dig into the details of a system or process to solve customer problems.

  • Desire and ability to rapidly learn a wide variety of new technical skills.

  • Self-motivated, takes initiative, assumes ownership.

  • Ability to work in a highly collaborative and fast-paced environment.

  • College Degree.

Huge Plus:

  • Experience deploying Voice and Non-VoiceContact center applications like Genesys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc.

  • Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing.

  • Knowledge in CTI or Voice recording products.

  • Knowledeg on VOIP, Dialer, ACD, IVR, SBC.

  • Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP.

  • Knowledge of UCaaS, CPaaS platform, Cloud, Contact Center, Integrations like MS teams, and analysis tools like Wireshark, etc.

  • Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management.

  • At least two years’ experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like.

  • Experience in Groovy and Javascript.

Why You’ll Love Sprinklr:

We’re committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
 

We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world’s largest brands as our clients, and our employees have the opportunity to work closely alongside them.
 

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.
 

EEO – Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
 

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.

Compensation Range

$49,000 – $65,000 – $81,000

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr’s discretionary bonus plan, commission plan and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.