Job Title: Sr. Customer Success Lead
As a customer-focused professional, you will troubleshoot complex customer requests, manage the global support queue and backlog, and ensure exceptional service quality.
Key Responsibilities:
* Answer incoming telephone calls and open cases in Salesforce CRM software.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence order.
* Troubleshoot customer-reported issues and provide timely solutions to resolve problems efficiently.
* Provide customer support via email, Teams collaboration platform, and telephone communication channels.
* Escalate or re-route cases to appropriate teams while maintaining Service Level Agreement (SLA) compliance standards.
Technical Troubleshooting Responsibilities:
* Utilize Chrome Developer Tools to analyze web applications and debug front-end issues effectively.
* Perform API testing and validation using tools such as Postman for robust integration.
* Conduct IIS and SSL diagnostics to investigate and resolve Windows application server issues thoroughly.
* Configure and troubleshoot Windows Active Directory Federation Services (ADFS) Servers for secure authentication.
* Assist customers with database backups, migrations, and SQL troubleshooting using Microsoft SQL Server Management Studio (SSMS) toolset.
Experience Requirements:
* Minimum 8+ years of customer support experience in a dynamic industry environment.
* ERP/MIS background preferred but not essential for this role.
* Print industry knowledge is mandatory for success in this position.