Sr. Technical Customer Success Specialist
Job Overview:
The Sr. Technical Customer Success Specialist is key to driving customer satisfaction, retention, and long-term success. This role involves troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring exceptional, timely service for valued customers.
* Utilize Chrome Developer Tools (Inspector) to analyze web applications, 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.
Main Responsibilities:
* Answer incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Qualifications:
* Minimum 8+ years of customer support experience.
* Print industry knowledge is mandatory.
Key Skills:
* Exceptional communication skills with a focus on issue resolution.
* Strong analytical and problem-solving skills.
* Experience with API testing and validation tools.
* Excellent time management and organizational skills.