Sr. Technical Customer Success Analyst Role Overview
The Sr. Technical Customer Success Analyst will be responsible for resolving complex customer issues, managing the global support queue, and delivering exceptional service to customers. This role requires technical expertise, analytical thinking, and a customer-focused mindset to deliver high-quality solutions to critical support challenges.
* Receive and respond to incoming telephone calls, open cases in Salesforce, identify customers, populate case details, and confirm data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Investigate and resolve customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
Technical Troubleshooting Responsibilities
* Analyze web applications using Chrome Developer Tools (Inspector), 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.
* Investigate and resolve IIS and SSL diagnostics on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.