Job Role Overview
We are seeking a highly skilled Customer Success Analyst to join our team. As a key member of our support department, you will be responsible for delivering exceptional customer service and ensuring that our clients receive timely and effective solutions to their complex issues.
Key Responsibilities:
* Provide timely and accurate responses to incoming telephone calls and emails, identifying customer needs and confirming data accuracy.
* Monitor the global support queue and prioritize cases based on severity and impact, maintaining strict adherence to SLA requirements.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Collaborate with cross-functional teams, including R&D and Services, to replicate and resolve complex technical issues.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Close cases with accurate and comprehensive resolution documentation, ensuring customer satisfaction and loyalty.
Technical Troubleshooting Expertise:
* Utilize Chrome Developer Tools to analyze web applications, review network requests, and debug front-end issues.
* 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.
* 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).
* Diagnose connectivity, latency, or certificate-related issues using network tracing tools such as Wireshark or Fiddler.
* Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.