Sprinklr Platform Support-sme

1 week ago

Bengaluru Karnataka, India Yash Technologies Full time

Date: Apr 24, 2024- Job Requisition Id: 56990- Location: Bangalore, KA, IN Bangalore, KA, INOur Digital Service Line is currently looking for industry-leading seasoned "Sprinklr Platform Support-SME" professionals with hands-on experience.

The responsibilities are primarily technical, although there is a strong element of functional understanding of the business process.

The Sprinklr Platform Support SME (SDM) will be responsible for:

- Performing initial triage on the support cases and providing technical/functional solution to the reported issues/requests
- Independently manage high criticality issues
- Actively co-ordinate with the support team on the operational priorities
- Manage the vendor relationship and internal stakeholders
- Ensure compliance with set incident management and change request management processes
- Plan and execute platform upgrades, platform data migration and platform configuration changes
- Keep up to date regarding new platform features or competitive solutions on the market
- Support, consult and train the Business in the usage of the SMMP (Sprinklr Social Media Management Platform)
- Actively contribute to the social media strategy of the company
- Develop procedures and processes for pro-active monitoring of the platform
- Derive meaningful insights from the platform usage trends and make suggestions for improvement of the platform utilization
- Make impactful contribution to the global social media campaigns for the company
- Writing basic software programs for enabling end user executable macros will be an added advantage

**Key Skills**
- Prior work experience with social media management tools (Sprinklr, Radian6, TweetDeck, Hootsuite, Sprout Social, etc.)
- Good stakeholder management experience
- Lead discussions with platform providers in order to get new features implemented
- Monitor the System status and proactively report in case of volume increase (monitoring, updating, building interfaces)
- Continuously improve the integration of social media with other BI, Marketing or Analytics platforms
- Experience in programming search queries and conducting own analyzes
- Confident, professional, and courteous communication (verbal and written) with fluency in English
- Understanding of enterprise software support processes and tools
- Knowledge of the Microsoft suite (Excel, PowerPoint, Word)
- Well versed with Social Media channels (Facebook, Twitter, Instagram, YouTube, LinkedIn etc.) and their usage as business channels

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