Job Title: Technical Customer Success Specialist
Job Description
This role involves analyzing and resolving complex customer requests, managing a support queue and backlog, and providing exceptional timely service to clients.
* Deliver technical solutions to escalated support cases by leveraging problem-solving skills and knowledge of customer needs.
* Provide proactive personalized customer experience through effective communication and issue resolution.
* Strengthen partnerships between the Support Team and clients through technical excellence and accountability.
Key Responsibilities:
* Manage incoming telephone calls and case assignments in Salesforce.
* Monitor the Support queue and accept priority-sequenced cases.
* Troubleshoot customer-reported issues and provide timely resolutions.
* Escalate or re-route cases to appropriate teams while maintaining Service Level Agreement compliance.
* Optimize resource allocation to ensure efficient issue resolution.
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools to debug front-end issues.
* Test and validate APIs using Postman or cURL.
* Investigate and resolve Windows Application Server issues through IIS and SSL diagnostics.
Requirements:
* Minimum 8 years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.