Job Description
The role of a Senior Technical Customer Success Specialist involves resolving complex customer inquiries, managing the global support queue, and delivering exceptional timely service.
This includes providing specialized technical solutions to escalated support cases, offering proactive personalized customer experiences, and fostering strong partnerships between the Support Team and clients through technical excellence and accountability.
* Troubleshoot customer-reported issues, identify root causes, and provide timely resolutions via case updates, calls, or screen-sharing sessions.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Allocate resources, systems, and solutions to ensure efficient issue resolution.
* Document and submit solutions to the knowledge base with complete technical details.
In terms of technical troubleshooting, responsibilities include using Chrome Developer Tools to analyze web applications, performing API testing and validation, conducting IIS and SSL diagnostics, configuring Windows ADFS Servers, assisting customers with database backups, and utilizing network tracing tools to diagnose connectivity issues.