Senior Customer Success Analyst

hace 7 meses

Saltillo, 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 priority-based SLA requirements.
- Work with different Tier Support Peers and Development for environment setup/ DB capture/ other technical tasks as needed.
- Escalate or re-route 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 fast-paced environment.
- Willingness to learn.
- A self-starter - ability to work with mínimal guidance in a fast-paced 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 self-directed - 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 7 meses

    Saltillo, México Innova&Work A tiempo completo

    **Customer Success** - Experiência en puestos similares minimo 6 meses - Carrera terminada - Inglés avanzado - conversacional Trabajo presencial en zona de San Pedro Sueldo mensual más prestaciones superiores a las de Ley Trabajo de Lunes a Viernes en horario de oficina Interesados adjuntar su CV en ingles y español Tipo de puesto: Tiempo...

  • Customer Success

    hace 7 meses

    Saltillo, 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...

  • Customer Service Representative

    hace 2 meses

    Saltillo, Coahuila de Zaragoza, México Ace Intake Success A tiempo completo

    Job Purpose:We are seeking an experienced Customer Service Representative to join our team at Ace Intake Success. In this role, you will be responsible for handling all incoming calls, providing exceptional customer service, and ensuring a seamless experience for our clients and stakeholders.Main Responsibilities:Call Management: Identify the type of call...

  • R2r Pl Analyst

    hace 7 días

    Saltillo, México WorldLine A tiempo completo

    **Job Position**: **Record to Report Process PLENO Analyst** **Location**: Mexico City, Mexico **Countries to Serve**: **Americas Region** **Job Purpose**: The Record to Report Process Pleno Analyst is responsible to support the continuous improvement of the Record to Report (R2R) function, support to Senior analyst to review and implementing policies,...

  • Arkik Customer Success Advisor

    hace 7 meses

    Saltillo, 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,...

  • Senior Financial Analyst

    hace 7 meses

    Saltillo, México Johnson Controls International A tiempo completo

    **What you will do** Under the general direction of the Director Financial Operations, and close direction of the Corporate Function Business Partner, our Senior Financial Analyst is responsible for responsible for analysis, financial planning, and customer service job duties related to the Corporate Function Finance support. Must be able to effectively...

  • Sr. Digital Systems Analyst, Customer Experience

    hace 3 días

    Saltillo, México Clarios A tiempo completo

    Job Description: Sr. Digital Systems Analyst, Customer Experience Applications Come join the IT Department of the Year as recognized by the American Business Association! Led by Milwaukee Business Journal’s CIO of the year, our IT services continue to play a key role in helping Clarios’ growth as a world leader in advanced energy storage solutions. By...

  • Senior Trade Analyst

    hace 7 meses

    Saltillo, México Livingston International A tiempo completo

    **Senior Trade Analyst** Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports,...

  • Senior Tax Analyst

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Lennox International A tiempo completo

    About Us: Lennox International is a leading manufacturer of energy-efficient climate-control solutions with over a century of history. Our commitment to innovation and sustainability drives us to create healthier environments for our customers while reducing their carbon footprint.Job Overview:We are seeking a highly skilled Senior Tax Analyst to join our...

  • Customer Portal Analyst, B2B/edi

    hace 7 meses

    Saltillo, México Magna International Inc. A tiempo completo

    **Group Description** At Magna, we create technology that disrupts the industry and solves big problems for consumers, our customers, and the world around us. We’re the only mobility technology company and supplier with complete expertise across the entire vehicle. We are committed to quality and continuous improvement because our products impact...

  • IT Senior Analyst

    hace 7 meses

    Saltillo, México Eaton A tiempo completo

    Eaton’s Corporate Sector division is currently seeking a IT Senior Analyst. **What you’ll do**: **PRIMARY FUNCTION** **ESSENTIAL FUNCTIONS** A. Provides 1st and/or 2nd level PC support as applicable for infrastructure hardware and software in order to provide the customer with a workaround or a fix. B. Provides desk-side support at sites and may be...

  • IT Senior Analyst

    hace 7 meses

    Saltillo, México Eaton A tiempo completo

    Eaton’s Corporate Sector division is currently seeking a IT Senior Analyst. **What you’ll do**: **PRIMARY FUNCTION**: **ESSENTIAL FUNCTIONS** A. Provides 1st and/or 2nd level PC support as applicable for infrastructure hardware and software in order to provide the customer with a workaround or a fix. B. Provides desk-side support at sites and may be...

  • Tax Analyst

    hace 7 meses

    Saltillo, México John Deere A tiempo completo

    There are 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. And it’s why we’re investing in our people and our technology like never before...

  • Fp&a Senior Analyst

    hace 7 días

    Saltillo, México Johnson Controls A tiempo completo

    **Job Details** **What you will do? Job Scope & Purpose **We are hiring a FP&A Senior Analyst in our business center. This position will be the FP&A partner for the GP business unites and will be responsible of Inventory, Cash Flow and TWC forecasting and analytics partnering with a multi-disciplinary team and supporting Security Products different global...

  • Senior Data Analyst

    hace 7 meses

    Saltillo, 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...

  • Customer Service Representative Senior Lead

    hace 2 meses

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

    Job SummaryWe are seeking a Senior Customer Care Representative to join our team at Johnson Controls International. The ideal candidate will have a bachelor's degree in business, international relations, or a related field and proficiency in the English language.Key Responsibilities:Handle customer inquiries and resolve issues in a timely and...

  • Customer Success Agent

    hace 14 horas

    Saltillo, México Calii A tiempo completo

    **Sobre Calii** Calii está revolucionando la forma de hacer el súper en América Latina al entregar frutas y verduras ultra frescas, junto con miles de artículos de abarrotes, directo a la puerta de tu casa y en menos de dos horas (¡incluso en minutos!). Fundada por ingenieros de Stanford, Calii está construyendo el supermercado del futuro - ¡con más...

  • Accounts Receivable Analyst

    hace 3 días

    Saltillo, México Grupo Prodensa A tiempo completo

    **We are hiring Accounts Receivable Analyst**: **Responsibilities**: - Monitor and follow through on customer aging details for non-payments, delayed payments, or short payments. - Maintain accounts receivable aging report with updated notes and actions - Actively communicate with customers to request payments, resolve discrepancies or to obtain clarity...

  • Customer Service Senior

    hace 7 días

    Saltillo, México Johnson Controls A tiempo completo

    **Job Details** **What are you going to do?** Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time. **How will you do it?** **Order Processing** - Order Entry and management (different order types) - Send order confirmation to...

  • Customer Service Senior

    hace 14 horas

    Saltillo, México Johnson Controls A tiempo completo

    **Job Details** **What will you do?** Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time. **How will you do it?** **Order Processing** - Order input in SAP (different order types) - Send order confirmation to customer (confirm...