Job Opportunity
The Sr. Technical Customer Success Analyst plays a crucial role in driving customer satisfaction, retention, and long-term success by providing exceptional technical solutions to critical support issues.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
Technical Expertise
* Analyze web applications using Chrome Developer Tools (Inspector).
* Perform API testing and validation using tools such as Postman or cURL.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
Essential Requirements
* Minimum 8+ years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.