Job Title: Sr. Customer Success Analyst
Sr. Customer Success Analyst is a senior-level role responsible for delivering exceptional customer service and support to our valued clients.
This position plays a crucial part in driving customer satisfaction, retention, and long-term success by troubleshooting complex issues, managing the global support queue, and ensuring timely resolutions.
The Sr. Customer Success Analyst will collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues, utilizing technical expertise and analytical thinking to deliver high-quality solutions.
* Key Responsibilities:
* Troubleshoot customer-reported issues and provide timely solutions via case updates, calls, or screen-sharing sessions
* Monitor the Global Support queue and accept Salesforce cases in priority sequence
* Review case priority and maintain strict adherence to SLA requirements based on severity and impact
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance
* Provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment
* Closely collaborate with R&D and Services teams to replicate and resolve complex technical issues
* Analyze and report progress on ongoing customer cases
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools (Inspector) to identify JavaScript or API failures
* 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
* Configure and troubleshoot Windows ADFS Servers
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS)
* Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues
Required Skills and Qualifications:
* Minimum 8+ years of customer support experience
* Strong understanding of support operations and troubleshooting methodologies
* Ability to solve problems efficiently in a fast-paced environment
* Self-starter with the ability to work with minimal guidance
* Excellent verbal and written communication skills in English
* Strong documentation and organizational abilities
* Data analysis skills (reports, dashboards, and metrics)
Benefits:
This role offers a unique opportunity to work with a leading global provider of industry-specific business and production software technology for print industries, contributing to the company's mission of succeeding when our customers thrive.
As a key member of the team, you will be empowered to take ownership of your work, drive results, and make a lasting impact on the organization's success.
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