Sr. Technical Customer Success Analyst Job Description
This role involves working closely with internal teams to replicate and resolve complex technical issues, ensuring exceptional service for valued customers.
* Troubleshoot customer-reported issues: Identify root causes and provide timely solutions via case updates, calls, or screen-sharing sessions.
1. Provide customer support: Answer incoming telephone calls, open cases in Salesforce, and confirm data accuracy.
2. Evaluate client requests: Assess priorities, allocate resources, systems, and solutions to ensure efficient issue resolution.
3. Analyze web applications: Use Chrome Developer Tools (Inspector) to review network requests, debug front-end issues, and identify JavaScript or API failures.
4. Perform quality control: Validate API testing using tools such as Postman or cURL, conduct IIS and SSL diagnostics to investigate and resolve Windows Application Server issues.
Key Responsibilities:
* Client Support: Provide responsive, courteous, and informative assistance to clients via various communication channels.
* Technical Analysis: Conduct thorough analysis of complex technical issues to identify root causes and develop effective solutions.
* Resource Allocation: Allocate necessary resources to efficiently resolve client issues and meet their expectations.
* Collaboration: Work collaboratively with internal teams to share knowledge, best practices, and resources to improve overall performance.
Requirements:
* Senior-level experience: Minimum 8+ years of customer support experience required.
* Industry expertise: Print industry knowledge mandatory.
* Skills:
1. Problem-solving: Strong analytical skills to troubleshoot complex issues and develop effective solutions.
2. Communication: Excellent verbal and written communication skills to interact effectively with clients and internal teams.
3. Documentation: Ability to document solutions, processes, and best practices to maintain a knowledge base.
4. Organizational: Strong organizational skills to manage multiple priorities, deadlines, and projects.
5. Technical: Proficiency in general computing, internet research, web development, SSO, Active Directory, and SSL.