Job Description:
As a Senior Customer Success Analyst, you will be responsible for resolving complex customer inquiries, managing the global support queue and backlog, and delivering exceptional service to our valued customers.
* Answer incoming telephone calls, open cases in Salesforce, and verify data accuracy.
* Monitor the Global Support queue and accept Salesforce cases based on priority sequence.
* Review case priority and adhere to strict SLA requirements based on severity and impact.
* Investigate and resolve customer-reported issues, provide timely solutions via case updates, calls, or screen-sharing sessions.
* Offer customer support via email, Teams, and telephone using discretion and technical expertise.
* Escalate or re-route cases to Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
Technical Troubleshooting Responsibilities:
* 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 Windows Application Server issues.