Job Overview
A Senior Technical Customer Success Analyst plays a pivotal role in driving customer satisfaction, retention, and long-term success by resolving complex customer requests, managing the global support queue and backlog, and delivering exceptional service to valued customers.
Key Responsibilities:
* Case Management
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* 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.
Technical Expertise:
* 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 and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
Requirements
* 8+ years of customer support experience.
* ERP/MIS background.
* Print industry knowledge.
* Experience with tools such as Salesforce, JIRA, and Confluence.