Sr. Customer Support Analyst Job Description
As a Sr. Customer Support Analyst, you will play a pivotal role in driving customer satisfaction, retention, and long-term success.
* Key Responsibilities:
* Troubleshoot complex customer requests, manage the global support queue and backlog, and ensure exceptional service for valued customers.
* Monitor the Global Support queue, accept Salesforce cases in priority sequence, and troubleshoot customer-reported issues.
* Provide customer support via email, Teams, and telephone using discretion and technical judgment.
* Evaluate and escalate or re-route cases to appropriate teams after thorough investigation while maintaining SLA compliance.
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools (Inspector), review network requests, debug front-end issues, and identify JavaScript or API failures.
* Validate APIs using tools like Postman or cURL, and investigate IIS and SSL diagnostics on Windows Application Servers.
This role requires a high level of technical expertise and problem-solving skills to resolve complex customer issues efficiently and effectively.