Job Title: Technical Customer Success Analyst
Job Description:
* Answer incoming telephone calls and open cases in a customer relationship management system, identifying customers, populating case details, and confirming data accuracy.
* Monitor the support queue and accept cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or remote sessions.
* Provide technical support via various communication channels using discretion, experience, and judgment.
* Evaluate and escalate or re-route complex cases to specialized teams while maintaining service level agreements.
* Allocate resources, systems, and solutions to ensure efficient issue resolution.
* Identify operational and business challenges faced by customers and guide them toward effective resolutions.
* Document and submit detailed solutions to a centralized knowledge base.
* Closescases with accurate and comprehensive resolution documentation.
Technical Troubleshooting Responsibilities:
* Analyze web applications using developer tools to identify front-end issues and JavaScript failures.
* Perform API testing and validation using software development tools.
* Diagnose issues on Windows servers and configure security protocols as needed.
* Assist customers with database management, backups, and migrations.
* Utilize network tracing tools to diagnose connectivity issues.
* Analyze log data to identify performance issues.
* Maintain proficiency in analyzing browser console errors and application performance.
* Participate in proactive system health checks, monitoring server performance metrics.