Job Summary
We are seeking a seasoned customer support professional to join our team as a Senior Customer Success Analyst.
About the Role
This is an exceptional opportunity for someone who thrives in a fast-paced environment and is passionate about delivering world-class customer experiences. As a key member of our support team, you will be responsible for troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring timely service delivery.
Main Responsibilities:
* Deliver specialized technical solutions to escalated support cases to ensure high-quality customer outcomes.
* Provide a proactive and personalized customer experience through effective communication and issue resolution.
* Develop strong partnerships between the support team and customers through technical expertise and accountability.
Technical Skills:
* Analyze web applications using Chrome Developer Tools to identify and resolve issues efficiently.
* Perform API testing and validation using tools such as Postman or cURL to ensure seamless integration.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers, minimizing downtime and maximizing productivity.
Requirements:
* Minimum 8+ years of customer support experience with a proven track record of success.
* ERP/MIS background preferred, but not required.
* Print industry knowledge is mandatory, with a deep understanding of its nuances and challenges.