Job Title: Technical Customer Success Expert
This role is responsible for ensuring seamless customer experiences through expert technical support and analysis. The ideal candidate will possess excellent analytical, problem-solving, and communication skills, with the ability to troubleshoot complex issues and provide timely solutions.
Key Responsibilities:
* Respond to incoming telephone calls and accurately document case details in Salesforce.
* Monitor the Global Support queue and address cases in priority sequence while adhering to strict SLA requirements.
* Analyze customer-reported issues, identify root causes, and deliver prompt solutions via case updates, calls, or screen-sharing sessions.
* Provide high-quality customer support via various channels, leveraging technical expertise and discretion.
* Collaborate with internal teams to evaluate ongoing customer queries and resolve them efficiently.
* Evaluate and escalate or re-route cases to appropriate teams after thorough investigation, maintaining SLA compliance.
* Document and submit comprehensive solutions to the knowledge base with detailed technical and procedural information.
* Close cases with accurate and thorough resolution documentation.
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools (Inspector) to identify front-end issues and debug 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, performing remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS).