Sr. Customer Success Analyst Job Description
Job Summary
This position requires a skilled customer support professional to troubleshoot complex customer requests, manage the global support queue, and ensure exceptional service to customers.
Main Responsibilities:
* Answer incoming telephone calls and open cases in Salesforce, identifying customers and confirming data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
Technical Troubleshooting:
* Analyze web applications using Chrome Developer Tools (Inspector) and review network requests to debug front-end issues.
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
Key Skills:
* Customer support and troubleshooting expertise.
* Strong analytical and problem-solving skills.
* Excellent communication and documentation skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
Requirements:
* Minimum 8+ years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.
* Experience with tools such as Salesforce, JIRA, and Confluence preferred.