Sr. Customer Success Analyst
We are seeking an experienced customer success analyst to drive business growth through exceptional service delivery.
* Troubleshoot complex customer requests, manage support queues, and ensure seamless service experiences.
* Collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues.
* Deliver high-quality solutions to critical support cases, providing proactive, personalized customer engagement.
Technical Expertise
* Analyze web applications using Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL.
* Conduct IIS and SSL diagnostics, configure Windows ADFS Servers, and troubleshoot SQL Server Management Studio (SSMS) issues.
* Utilize network tracing tools like Wireshark, Fiddler, to diagnose connectivity, latency, or certificate-related issues.
The ideal candidate will have 8+ years of customer support experience, preferably in ERP/MIS or print industry background. Strong understanding of support operations, troubleshooting methodologies, and problem-solving skills are essential. Excellent verbal and written communication skills, data analysis skills, and proficiency in general computing, internet research, and email communication are also required.