Job Title: Senior Customer Success Analyst
The ideal candidate will have excellent analytical skills, the ability to work independently with minimal supervision, and strong communication skills. They will be responsible for providing exceptional service to customers by troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring exceptional service delivery.
Key Responsibilities:
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues.
* 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.