Unlock a Customer-Focused Career with Our Support Team
Job Description:
We're seeking an experienced professional to join our support team as a Sr. Customer Success Analyst. As a trusted advisor, you will provide high-quality solutions to complex customer issues, combining technical expertise with analytical thinking.
This role requires strong problem-solving skills, excellent communication, and the ability to work collaboratively with internal teams. You will troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates or screen-sharing sessions.
You'll be responsible for delivering specialized technical solutions to escalated support cases, providing proactive, personalized customer experiences, and strengthening partnerships between our team and clients through technical excellence and accountability.
Key responsibilities include answering incoming calls, opening cases, and reviewing data accuracy in Salesforce, monitoring the Global Support queue, prioritizing cases based on severity and impact, and providing support via email, Teams, or telephone using discretion and technical judgment.
In this role, you will analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures using tools such as Chrome Developer Tools, Postman, and SQL Server Management Studio.
A minimum of 8+ years of customer support experience, ERP/MIS background, print industry knowledge, and proficiency in tools like Salesforce, JIRA, and Confluence are required for this position.
Required Skills and Qualifications:
* Customer Support Experience: 8+ years
* ERP/MIS Background
* Print Industry Knowledge
* Proficiency in Salesforce, JIRA, and Confluence
Benefits:
This is an opportunity to join a dynamic support team and contribute to delivering exceptional customer experiences.
Others:
Please submit your application if you have the necessary skills and experience to excel in this challenging role.