Senior Support Engineer
CurrentProviding Product/Application support and troubleshooting technical issues. To maintain adequate knowledge on product and to provide high level support to customers. • Utilizing Azure DevOps for bug tracking and resolution. • Manage and moderate community forum, ensuring a positive user experience. • Respond to and resolve user issues reported on community forums, maintaining high customer satisfaction. • Develop and execute community engagement strategies, resulting in more user engagement and collaborate with cross-functional teams to improve community policies and guidelines. • Utilize social media platforms (Twitter & Reddit) to educate users about product features and updates. Monitor and respond to customer feedback on social media platforms, providing troubleshooting and support to ensure a positive customer experience. • Managed social media feedback and customer interactions for Microsoft SwiftKey product using Sprinklr's platform, resulting in increased engagement and improved customer satisfaction. • Monitor and respond to customer feedback on App Store (iOS) and Google Play Store (Android), ensuring a positive user experience and high customer satisfaction. • Work closely with development teams to identify and troubleshoot technical issues reported by users. Provide technical support to developers and customers, resolving issues related to app performance, functionality, and compatibility. • Resolving Technical Issues via Email support. • Provided actionable insights to Engineering and PM teams to enable product improvement solutions and ensured that the "voice of the customer" was recognized, represented, and elevated internally to improve the user experience. • Develop and maintain documentation and training materials for internal and external stakeholders. • Escalation Management: We as a Tier 3 and Collaborated with Developers support teams to escalate and resolve complex technical issues requiring advanced expertise.
