Senior Helpdesk Analyst, Sprinklr
$74-123k
5 days a week in office
Unified-CXM platform
Be an early applicant
Unified-CXM platform
1001+ employees
Be an early applicant
$74-123k
5 days a week in office
1001+ employees
Company mission
To enable every organization on the planet to make their customers happier.
Role
Who you are
- 2-3 years experience within IT or B.S. degree
- Self-motivation and the ability to work with minimum supervision
- Excellent written and verbal communication skills and meticulous attention to detail
- Experience working with high-level executives
- Good understanding of Microsoft 365
- Experience with Jamf Pro and enterprise Mac management concepts
- Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products
- Ability to use customer-service oriented techniques to determine and resolve problems and respond competently with the appropriate sense of urgency to user requests
- Work both independently and as part of a team with professionals at all levels
- Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment
- Ability to prioritise tasks and work on multiple assignments
- Conferencing & collaboration tools: Microsoft Teams, SharePoint, OneDrive
- AV & Event Technologies: Video conferencing systems, audio mixers, display management, and camera switching
What the job involves
- Local support of the New York office on site 5 days a week
- Will be required to be flexible in terms of working hours to support onsite events
- Global support of all Sprinklr users
- Tracking & documenting of all support activities
- Supporting primarily macOS, Windows, AV and all common office software and applications such as Microsoft, Adobe and cloud SaaS products
- Perform laptop setup and inductions for users, hardware troubleshooting and repair
- General office IT such as conference room, telephone and Printer setups etc
- Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users
- Communicate and document troubleshooting techniques and best practices
- Perform endpoint management deployment and anti-virus security
- Work with IT Management to constantly monitor and improve delivery of IT systems and support
- Proactively understand, analyse and research new technical problems when needed
- Supporting high level events and proactively monitoring of meeting rooms
- Support new hire onboarding by preparing and provisioning devices, creating user accounts, and guiding users through the IT setup process
- Assist with employee offboarding, ensuring secure return of assets and revocation of system access in coordination with HR and Security
- Collaborate with cross-regional IT teams to troubleshoot and resolve complex or escalated issues
- Maintain documentation for SOPs, knowledge base articles, and user guides to promote self-service and knowledge sharing
- Support VIP users and executives, ensuring high-priority response and proactive care during events or travel
- Setting up and managing AV equipment for executive meetings and high-profile events, ensuring smooth operations
- Configuring and troubleshooting displays, video, and audio connections, including mixers, computers, and peripherals
Our take
Sprinklr is an established CXM provider, offering a long-standing, purpose-built platform that boasts enterprise-class security, governance and privacy. It uses a suite of professional services to ensure that customers consistently find a return on their investments and reach new levels of success as a business.
There are a number of CXM software companies on the market, including Zendesk, Satmetrix and IBM Tealeaf, all offering companies the means to manage and improve customer experience via online platforms. However, Sprinklr has drawn a number of big-name corporate clients, including Microsoft, Nike, Netflix, McDonalds, Marriott and more.
The company has also garnered enormous investments over the last decade, and is now valued at $2.9 billion. With over 1000 enterprises globally, including over 50% of the Fortune 100, the company is poised well to continue with its established success.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2020
$150m
CONVERTIBLE
Sep 2020
$200m
GROWTH EQUITY VC
Total funding: $578.5m
Company benefits
- Compensation & Equity
- Health & Wellness
- Holiday & Flexible PTO
- Learning & Growth
Company HQ
Midtown South, New York, NY
Leadership
Ragy Thomas
(CEO)Joined Tata Unisys as a Senior Software Engineer in 1994 before moving to AT&T. Built Advaya, an email marketing platform, in 2000. Joined Bigfoot Interactive as CTO, and then moved to Epsilon Interactive Services Group- where he eventually took on the role of President. Has held several Board positions since, and is a frequent startup investor. Founded Lyern in 2016, and Sprinklr in 2009.
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