Sr. Customer Success Analyst Job Description:
This role plays a pivotal part in driving customer satisfaction, retention, and long-term success.
As a trusted technical advisor, you will collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues. Key responsibilities include delivering specialized technical solutions to escalated support cases, providing a proactive, personalized customer experience, and strengthening the partnership between the Support Team and clients through technical excellence and accountability.
* Answer incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Review case priority and maintain strict adherence to Service Level Agreement requirements based on severity and impact.
* Troubleshoot 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.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Allocate resources, systems, and solutions to ensure efficient issue resolution.
* Identify customers' operational and business challenges, guiding them and the team toward effective resolutions.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Closerecaseswith accurate and comprehensive resolution documentation.
* Collaborate closely with Research & Development and Services teams to replicate and resolve complex technical issues.
* Test, analyze, organize, and report progress on ongoing customer cases.
* Ensure accountability and progress tracking through Salesforce reporting and analytics.
* Manage and prioritize active support cases within your queue while maintaining strong communication with customers.
* Make informed case routing decisions, escalating appropriately based on technical complexity.
* Follow up with clients on outstanding queries and provide proactive updates.
* Notify clients about new software releases, coordinating with Marketing to ensure customers are informed of relevant fixes and improvements.
Technical Troubleshooting Responsibilities:
* Utilize 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 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.
* Use network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
* Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
* Understand web deployment and troubleshooting for ASP.NET-based applications and related components.
* Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
* Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Requirements:
* Strong analytical skills with attention to detail
* Excellent problem-solving and troubleshooting abilities
* Ability to communicate effectively with technical and non-technical stakeholders
* Experience with Salesforce, APIs, and other relevant technologies
* Knowledge of HTML, CSS, and JavaScript
* Familiarity with Windows operating systems and Microsoft products
* Ability to work in a fast-paced environment and adapt to changing priorities