About Us:
We are seeking a skilled professional to fill the role of Senior Technical Customer Success Analyst.
The ideal candidate will possess 8+ years of customer support experience, preferably in the print industry, and strong technical skills, including troubleshooting methodologies and problem-solving abilities.
* Troubleshoot complex customer requests using technical expertise and analytical thinking
* Manage the global support queue and backlog
* Ensure exceptional, timely service for customers
* Collaborate with internal teams to diagnose, resolve, and prevent recurring issues
* Provide proactive, personalized customer experience
Key Responsibilities:
* Answer incoming telephone calls and open cases in Salesforce
* Monitor the Global Support queue and accept Salesforce cases in priority sequence
* Troubleshoot customer-reported issues and provide timely solutions
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams
* Closed cases with accurate and comprehensive resolution documentation
Technical Troubleshooting Responsibilities:
* Use Chrome Developer Tools (Inspector) to analyze web applications and review network requests
* 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