Sr. Technical Customer Success Analyst
We are seeking a seasoned technical advisor to provide exceptional customer service, troubleshoot complex requests, and manage the global support queue and backlog.
* Respond to incoming calls and open cases in Salesforce, verifying customer information and confirming data accuracy.
* Monitor the Global Support queue and prioritize cases for resolution.
* Investigate customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Offer customer support via email, Teams, and telephone using discretion, experience, and technical expertise.
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools (Inspector), review network requests, debug front-end issues, and identify JavaScript or API failures.
* 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.
Key Requirements:
* A minimum of 8+ years of customer support experience is required.
* Experience with ERP/MIS systems is preferred.
* Print industry knowledge is essential.
* Proficiency with tools such as Salesforce, JIRA, and Confluence is an advantage.