Key Job Responsibilities
Analyze customer requests, manage global support queues, and ensure exceptional service for valued customers as a Sr. Customer Support Analyst.
The primary objectives include delivering specialized technical solutions, providing proactive customer experiences, and strengthening partnerships between the Customer Support Team and clients through technical excellence and accountability.
* Answer incoming calls, open cases in Salesforce, and confirm data accuracy.
* Monitor global support queues and accept cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions.
Technical Analysis Responsibilities
* Use Chrome Developer Tools to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL.
* Diagnose IIS and SSL issues on Windows Application Servers.