Sr. Customer Success Analyst
This role entails resolving complex customer issues, overseeing the global support queue and backlog, and providing exceptional service to valued clients.
* Develop customized technical solutions for escalated support cases.
* Offer proactive, personalized customer experiences.
* Foster a strong partnership between the Customer Support Team and clients through technical excellence and accountability.
Key Responsibilities:
* Respond to incoming telephone calls and create cases in Salesforce.
* Monitor the Global Support queue and accept Salesforce cases in priority order.
* Analyze customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools (Inspector).
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
The ideal candidate has 8+ years of customer support experience, preferably with an ERP/MIS background, and a strong understanding of support operations and troubleshooting methodologies. They must be able to solve problems efficiently in a fast-paced environment and possess excellent verbal and written communication skills in English.
Requirements:
* Customer support experience: 8+ years
* ERP/MIS background preferred
* Strong understanding of support operations and troubleshooting methodologies
Benefits:
The company offers a dynamic work environment, opportunities for growth and development, and a competitive compensation package.
What We Offer:
We are committed to helping our employees succeed in their careers and achieving a healthy work-life balance.