Sr. Technical Customer Success Analyst Job Description
This role requires technical expertise, effective problem-solving skills and a customer-centric approach to deliver timely solutions.
Key Responsibilities:
* Respond to incoming calls, opening cases in Salesforce and ensuring accurate data entry.
* Monitor the global support queue and manage cases based on priority sequence.
* Analyze customer issues, identify root causes and provide prompt resolutions through case updates or phone interactions.
* Provide customer support via multiple channels using discretion and technical judgment.
Technical Troubleshooting Expertise:
* Utilize Chrome Developer Tools to analyze web applications, inspect network requests and debug front-end issues.
* Perform API testing and validation using Postman or cURL to ensure seamless integration.
* Detect and resolve issues on Windows Application Servers through IIS and SSL diagnostics.