Sr. Customer Success Analyst
We are seeking a highly skilled professional to join our team in delivering exceptional customer experiences.
This role involves combining technical expertise, analytical thinking, and a customer-focused mindset to drive high-quality solutions to critical support issues.
1. Deliver specialized technical solutions to escalated support cases.
2. Provide proactive, personalized customer service.
3. Strengthen the partnership between the Customer Support Team and clients through technical excellence and accountability.
Your key responsibilities include:
* Answering incoming telephone calls and opening cases in Salesforce.
* Monitoring the Global Support queue and accepting Salesforce cases in priority sequence.
* Troubleshooting customer-reported issues and providing timely solutions via case updates, calls, or screen-sharing sessions.
* Providing customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
* Escalating or re-routing cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
You will work closely with R&D and Services teams to replicate and resolve complex technical issues. Ensure accountability and progress tracking through Salesforce reporting and analytics. Make informed case routing decisions, escalating appropriately based on technical complexity. Follow up with clients on outstanding queries and provide proactive updates.
Technical Troubleshooting Responsibilities
* Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and 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 and perform remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
This role requires strong documentation and organizational abilities, data analysis skills, and proficiency in general computing, internet research, and email communication. You should have a strong understanding of software troubleshooting, printing workflows, and IT infrastructure.
Please note that this is a remote position, and you will be working from home.
The ideal candidate will have a minimum of 8+ years of customer support experience, ERP/MIS background, and print industry knowledge. Experience with tools such as Salesforce, JIRA, and Confluence is preferred.