Senior Customer Success Analyst

hace 1 semana

Saltillo, Coahuila de Zaragoza, México Mexico A tiempo completo

As a Senior Customer Success Analyst your key responsibility is delivering specialized solutions to critical support issues on ePS's Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Success Team and ePS's clients, and; delegating a specific set of technical tasks as required to provide the most efficient, effective and timely solution possible.

CS member is empowered to define adequate means to address customer situations like adequate system and resources allocations.

CS members are expected to work with customers in identifying operational and business weaknesses and guide both ePS and the customer towards the right solution enabling high customer satisfaction while supporting ePS business.


Primary Responsibilities

  • Monitor Global Support queue and accept SalesForce cases in priority sequence.
  • Answer incoming telephone calls and open cases in SalesForce as required.
  • Review case priority; maintain strict adherence to prioritybased SLA requirements.
  • Work with different Tier Support Peers and Development for environment setup/ DB capture/ other technical tasks as needed.
  • Escalate or reroute cases as required after thorough investigation, by maintaining SLA factors.
  • Resolving customer technical issues
  • Submit new solutions in ePS's knowledge base with proper documentation and possible addition to knowledge base.
  • Other support tasks as determined by Global Support Manager and/or Technical Team Lead
  • Work closely with our R&D and Services teams to replicate and resolve customer issues.
  • Test, analyze, organize, and report on progress of ongoing customer issues.
  • Ensure accuracy/accountability/progress of issues though data and reporting tools.
  • Work with ePS clients to configure Windows ADFS Servers for Single Sign (SSO) on and provide solutions using remote access via VPN, RDP to the server.
  • Confer with clients to conduct IIS and SSL diagnostics to investigate and resolve website problems on Windows Application servers.
  • Assist customers with creating database backup and migration using SQL server management studio. Executing a script to solve the Database related issues.

Education and experience requirements

  • Bachelor's and/or master's degree in computer science, Computer Engineering or related technical discipline
  • Minimum 6 years customer service experience
  • Excellent English and Spanish verbal/written communication skills.
  • Confidence in talking directly to client contacts at all levels.
  • Willing to work in shifts, including weekend support as required.
  • Managing any projects when needed
  • Excellent organizational and interpersonal skills
  • Ability to clearly document.
  • Confident, articulate, and professional speaking
  • Ability to solve problems in a fastpaced environment.
  • Willingness to learn.
  • A selfstarter ability to work with mínimal guidance in a fastpaced environment.

Technical Support Analyst Requirements:

  • Knowledgeable of support and Troubleshooting Web Application
  • Understanding of Web Development and Troubleshooting methods
  • Experience with SSO and Active Directory and SSL and certificate and binding
  • Experience with diagnostics Servers and ASP.NET
  • Familiar with VPN and Network configuration and management
  • Good SQL experience
  • Confidence in talking directly to client contacts at all levels
  • Familiarity with networking systems and protocols
  • Hands on experience on server troubleshooting and IIS
  • Highly selfdirected ability to identify issues with component or personnel; take action to resolve
  • Knowledge of operating systems, office software, enterprise software, and VMs

Preferred skills:

  • A+ certification
  • Project Management certification
  • Fluency (verbal and written) in English and Spanish (additional languages considered highly preferable)

_ At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services._
**EPS - Empowering Packaging & Print Industries

  • Customer Success

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Innova&Work A tiempo completo

    Customer SuccessExperiência en puestos similares minimo 6 mesesCarrera terminadaInglés avanzado conversacionalTrabajo presencial en zona de San PedroSueldo mensual más prestaciones superiores a las de LeyTrabajo de Lunes a Viernes en horario de oficinaInteresados adjuntar su CV en ingles y españolTipo de puesto: Tiempo completoSueldo: $20,000.00 al...

  • Customer Success

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Beepy Share SA de CV A tiempo completo

    ¿Quiénes somos? Somos Beepy, una empresa líder en el mercado de carsharing en México. Nos dedicamos a proporcionar soluciones de movilidad innovadoras y sostenibles que facilitan el acceso a vehículos compartidos en todo el país a través de la aplicación para móviles del mismo nombre. Nuestra misión es transformar la movilidad urbana al ofrecer...

  • Costumer Success Representative

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Boomify A tiempo completo

    En Boomify, una empresa en crecimiento dedicada a la generación de prospectos de ventas para empresas de alto nível y prestigio buscamos un / una Asistente de Customer Success en San Pedro Garza García. Este puesto es ideal para un estudiante en sus últimos semestres de carrera que busque crecer dentro de la empresa al graduarse.Responsabilidades:...

  • Arkik Customer Success Advisor

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México CEMEX A tiempo completo

    Lead and coordinate the Customer Success team to ensure the deployment of Arkik's Ready Mix Suite offering, encompassing service strategy definition, prospecting support, solution implementation, operational continuity, and client success with the use of Arkik's Ready Mix Suite.Main Responsibilities: Define the Customer Success team strategy, including...

  • Customer Success Agent

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Calii A tiempo completo

    Sobre CaliiCaliiestá transformando la industria del súper en LatAm ($1T USD) al entregar frutas, verduras, y miles de artículos del súper directo a tu puerta en menos de dos horas - con ahorros y menos desperdicio Fundada por ingenieros de Stanford, Calii está construyendo el futuro del súper. Habiendo recibido más de $35M USD de inversión, Calii es...

  • Customer Success Agent

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Calii A tiempo completo

    Sobre CaliiCaliiestá transformando la industria del súper en LatAm ($1T USD) al entregar frutas, verduras, y miles de artículos del súper directo a tu puerta en menos de dos horas - con ahorros y menos desperdicio Fundada por ingenieros de Stanford, Calii está construyendo el futuro del súper. Habiendo recibido más de $35M USD de inversión, Calii es...

  • Senior Data Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Capital Humano Laguna A tiempo completo

    MAJOR COMPANY REQUESTING "SENIOR DATA ANALYST"*REQUIREMENTS: highly skilled professional with expertise in data analysis and information technology responsible for designing and executing business strategies through data analysis and manipulation experience in database design, execution, and optimization; data mining, including data extraction,...

  • Senior Data Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Capital Humano Laguna A tiempo completo

    MAJOR COMPANY REQUESTING "SENIOR DATA ANALYST"REQUIREMENTS:- highly skilled professional with expertise in data analysis and information technology- responsible for designing and executing business strategies through data analysis and manipulation- experience in database design, execution, and optimization; data mining, including data extraction,...

  • Senior Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Johnson Controls A tiempo completo

    Job DetailsResponsibilities:The Senior Analyst (Reporting & Analytics), Enterprise End-User Services is responsible for analyzing BI (Business Intelligence) needs of the IT Area and recommending BI and Analytics solutions and strategy. You will develop and support the EUS (End User Services) BI platform. Knowledge of MS BI Stack - Power BI, Power BI...

  • Senior Fp&a Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Particle Measuring Systems A tiempo completo

    Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple...

  • Analyst - Customer Billing

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Johnson Controls A tiempo completo

    Job Details End to End knowledge of OTC, Billing Expertise, Credit Rebill & Dispute Management Create Invoices and distribution to Client as well uploads in Third Party Portals Consolidate Invoices, Accuracy and Timely rollout of Monthly Invoices in close coordination with Order Management, Inventory,Customer Support Team & uploads in third party portals...

  • Finance Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Johnson Controls International A tiempo completo

    What you will doAs an Order to Cash (OTC) Analyst you will work closely with our customers, performing and monitoring ensure accurate Billing and Collection activities; constantly working on maximizing timely and efficient payment from our customers across.How you will do it Be responsible for activities related to a broad crosssection of Johnson Controls...

  • Salesforce Technical Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Clarios A tiempo completo

    The role of the Technical Analyst requires both judgment and consensus building in areas such as:The effectiveness and efficiency of the implementation chosen, The appropriateness of the technology recommended, Whether the elements of the business system and its proposed implementation have been adequately communicated and understood. Providing...

  • Control Tower Pre-Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Mopar A tiempo completo

    Pre-Analyst in Stellantis North America - Control Tower is critical in ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues. Here's a breakdown of the key responsibilities and tasks associated with this position:Voice of the Customer (VOC): Utilizing various sources of...

  • Production Scheduler Senior

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Acuity Brands A tiempo completo

    Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir... para nuestros clientes, nuestras comunidades y nuestro planeta.Acuity Brands, Inc (NYSE:AYI) es una empresa de tecnología industrial líder en el mercado. Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir. A través de...

  • Production Schedule Senior

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Acuity Brands A tiempo completo

    Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir... para nuestros clientes, nuestras comunidades y nuestro planeta.Acuity Brands, Inc (NYSE:AYI) es una empresa de tecnología industrial líder en el mercado. Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir. A través de...

  • Service Level Management, Sr. Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Johnson Controls A tiempo completo

    Job DetailsWhat you will do:The Senior Analyst, Service Level Management (SLM) performs on a team as a developing Subject Matter Expert (SME) for the function of Service Level Management. The purpose of this position is to ensure that all current and planned IT Services are delivered to agreed achievable targets through a constant cycle of monitoring,...

  • Control Tower Pre-analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Stellantis A tiempo completo

    Pre-Analyst in Stellantis North America - Control Tower is critical in ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues.Here's a breakdown of the key responsibilities and tasks associated with this position: Voice of the Customer (VOC):Utilizing various sources of...

  • Orchestrate Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México CEMEX A tiempo completo

    Optimize operations, aligned with commercial goals, using the SCOR model to define purposeful metrics, analyze performance gaps, and effectively collaborate with cross-functional teams to ensure a seamless flow of goods, contributing to cost savings and heightened customer satisfaction. Strong communication skills are vital in being a key driver in the...

  • Senior Logistics Analyst

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Yanfeng Automotive A tiempo completo

    Education: Bachelor's degree and/or specific training on supply chain management.Work Experience Minimum 3year experience in automotive industry in supply chain/ Materials positions. Must possess excellent communications skills have and the ability to work effectively with all other functional groups throughout the organization They will need to be able to...