Job Role Summary:
* A technical customer success analyst is required to drive the success of our customers by providing timely and exceptional service.
Key Responsibilities:
* The jobholder will troubleshoot complex customer requests, manage the global support queue, and collaborate with internal teams to diagnose and resolve issues.
* They will also answer incoming telephone calls, open cases in Salesforce, monitor the Global Support queue, and provide customer support via email, Teams, and telephone.
Technical Skills:
* The ideal candidate will have expertise in using Chrome Developer Tools to analyze web applications and debug front-end issues.
* They should be proficient in API testing and validation using tools like Postman or cURL, as well as IIS and SSL diagnostics on Windows Application Servers.
* Additionally, they should be able to configure and troubleshoot Windows ADFS Servers, perform remote diagnostics via VPN, RDP, or similar tools, and have experience with tools such as Salesforce, JIRA, and Confluence.
Requirements:
* Minimum 8+ years of customer support experience is required.
* An ERP/MIS background is preferred, along with print industry knowledge.
* Experience with enterprise systems and a degree in Technology, Engineering, or a related discipline, or equivalent hands-on experience, is also preferred.
Why This Role?
* This role is critical to the success of our organization, as we succeed when our customers thrive.
Experience Requirements
* At least 8 years of experience in customer support.
* Background in ERP/MIS and knowledge of the print industry.
* Proficiency in tools like Salesforce, JIRA, and Confluence.
Education
* Degree in Technology, Engineering, or related discipline, or equivalent hands-on experience.
Why This Role Matters
* Our company's success depends on the satisfaction of our customers.