Job Description:
As a seasoned technical expert, you will be the primary point of contact for complex customer requests. You will manage the global support queue and backlog, ensuring timely service delivery to valued customers.
Reporting directly to the Senior Manager, Customer Success, you will play a crucial role in driving customer satisfaction, retention, and long-term success.
Key Responsibilities:
* Deliver specialized technical solutions to escalated support cases
* Provide proactive, personalized customer experiences
* Strengthen partnerships between the Customer Support Team and clients through technical excellence and accountability
* Monitor the Global Support queue and accept Salesforce cases in priority sequence
* Review case priority and maintain strict adherence to SLA 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
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance
* Document and submit solutions to the knowledge base with complete technical and procedural details
* Close cases with accurate and comprehensive resolution documentation
Technical Troubleshooting Responsibilities:
* 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
* 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
* Utilize 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
* Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments
Experience Requirements:
* Minimum 8+ years of customer support experience
* ERP/MIS background preferred
* Print industry knowledge is mandatory
* Experience with tools such as Salesforce, JIRA, and Confluence preferred
* Strong understanding of support operations and troubleshooting methodologies
* Ability to solve problems efficiently in a fast-paced environment
* Self-starter with the ability to work with minimal guidance
* Confident in delegating tasks and providing peer guidance
* Willing to work in shifts as required
* Excellent verbal and written communication skills in English
* Strong documentation and organizational abilities
* Data analysis skills (reports, dashboards, and metrics)
* Proficient in general computing, internet research, and email communication