Group Communications Specialist
Absa Group
Develop strategic internal content and campaigns for Absa Group, a leading African banking group. Strengthen colleague engagement across digital communication channels.
Deschide
Sprinklr dezvoltă soluții SaaS pentru companii, dedicate gestionării experienței clienților, reunind într-o singură platformă fluxurile de lucru pentru servicii de relații cu clienții, rețele sociale, marketing și analiză. Portofoliul său de produse include Sprinklr Service, Sprinklr Social, Sprinklr Insights și Sprinklr Marketing, cu funcționalități bazate pe inteligență artificială, concepute pentru a evidenția informații în timp real, a coordona interacțiunile digitale și a sprijini fluxuri de lucru mai eficiente pentru echipe. Fondată în 2010, compania activează în sectoarele SaaS, marketing și consultanță.
Lead Platinum Support Account Manager - Gurgaon Onsite
Lead technical support for Sprinklr’s largest enterprise customers using its AI-native Unified-CXM platform. Manage complex contact-center issues, escalations, customer health, and SLA-focused service delivery.
Descriere
- Represent customer needs in product escalations and provide a strong technical voice on their behalf
- Own technical support relationships for Sprinklr’s largest and most complex enterprise accounts
- Coordinate internal escalations with Sales, Customer Success, Services, support, and engineering teams
- Resolve issues in customized client implementations independently whenever possible
- Conduct recurring case reviews covering ticket trends, product challenges, and unresolved issues
- Join escalation bridge calls and partner with customers and engineering to accelerate resolution
- Plan and deliver key customer events alongside the Success/MS team
- Produce recurring customer health reports with improvement actions
- Brief customers on relevant new product capabilities
- Coordinate release-readiness discussions and planning with customers
- Track support-case resolution times and maintain SLA compliance
- Investigate critical issues with support and engineering stakeholders
- Maintain the highest service standards for platinum customers
- Deliver business analysis, functional specifications, system design, platform configuration, testing, and training
- Provide social insights and recommendations aligned with clients’ business practices
- Design and configure Sprinklr solutions based on client requirements, use cases, best practices, and platform capabilities
- Conduct customer health checks, recommend platform upgrades, and advise clients during implementation projects
Cerințe
- Fluent English proficiency
- Strong analytical and problem-solving capabilities
- Excellent written and verbal communication skills
- Able to learn a broad range of new technical skills quickly
- Self-directed, proactive, and accountable for outcomes
- Comfortable working collaboratively in a fast-paced environment
- Graduate of a Tier-1 college
- Strong customer-management skills and flexibility to support customers across multiple time zones
- Available to support U.S. time zones
- Able to work occasional weekends when business needs require it
- Experience deploying voice and non-voice contact-center applications, including Genesys Engage, Amazon Connect, Cisco Webex Contact Center, or RingCentral
- Knowledge of TCP/IP, VoIP, UDP, SIP, RTP, SRTP, WebRTC, and audio processing
- Knowledge of CTI or voice-recording products
- Experience with VoIP, dialers, ACD, IVR, and SBC technologies
- Understanding of video conferencing, instant messaging, voicemail, DID, carriers, VoIP, and SIP
- Knowledge of UCaaS, CPaaS, cloud platforms, contact centers, Microsoft Teams integrations, and analysis tools such as Wireshark
- Familiarity with Salesforce Service Cloud or comparable CRM, knowledge-base platforms, and customer portals
- At least two years of experience in telecom, call-center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols and RTP packets
- Experience with Groovy and JavaScript
Beneficii
- Voluntary healthcare coverage for employees and their families where available
- Paid time off
- Open Mentoring Program for professional growth and meaningful connections
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