About the Role
You will provide system administration support to Sprinklr, Uber's social media support platform, and dotted line report to Systems & Compliance's External Tools team. As the Systems & Compliance team is global, you will work with SORT teams across APAC, EMEA, LatAm and US&C.
What you will Do:
- Monitor our Jira Service Desk queue for Sprinklr tickets: triage, troubleshoot issues, execute on requests, and answer customer questions
What you will Need:
- Support system administration experience, preferably with Sprinklr or another social media support platform
- Jira Service Desk administration and reporting experience, including a proficiency in JQL
- Investigative and problem solving mindset, willing to dig deeper to find the root cause of issues
- Strong organizational skills with the ability to multitask and prioritize
- Robust communication skills with the ability to distill complex topics into simple explanations
- Professional and customer-forward attitude
- Ability to work with remote teams across time zones to foster a cohesive work environment
About the Team:
The Specialist, Support Systems role will function under Systems & Compliance, a team under Uber's Community Operations department, which is responsible for global support operations. The Systems & Compliance team is responsible for:
- CommOps Compliance to ensure our policies, processes and tooling met Uber's internal standards and regulatory requirements (e.g., GDPR, CCPA)
- Contracting, implementation and administration of external support software (e.g., Zendesk, Sprinklr)
- Internal support system processes (Bliss Agent Management, Bliss Contact Types, support KB)
- Global C360, CommOps' agent feedback program
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
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