Sr. Customer Success Professional
This role is a key position within the organization, responsible for delivering exceptional support to customers globally.
The Sr. Customer Success Professional will be part of a team that drives customer satisfaction, retention, and long-term success through effective case management, technical troubleshooting, and collaboration with stakeholders.
Key Responsibilities:
* Respond to incoming telephone calls and open cases in Salesforce, verifying customer information and confirming data accuracy.
* Monitor the global support queue and accept Salesforce cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools (Inspector) to 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.
Qualification Requirements:
* Minimum 8+ years of customer support experience.
* ERP/MIS background preferred.