Job Description
Sr. Technical Customer Success Analysts will troubleshoot complex customer requests, manage the global support queue, and ensure exceptional service for valued customers.
This role combines technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues.
Key Responsibilities
* Answer incoming telephone calls and open cases in a customer relationship management system.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Provide customer support via email, messaging platforms, and telephone using discretion, experience, and technical judgment.
Technical Troubleshooting Responsibilities
* Analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures using browser developer tools.
* Perform API testing and validation using tools such as Postman or command-line interfaces.
* Configure and troubleshoot server infrastructure and perform remote diagnostics via virtual private networks, remote desktop connections, or similar tools.