Senior Customer Success Professional

hace 2 días

Saltillo, Coahuila de Zaragoza, México Mexico A tiempo completo
Job Description

As a Senior Customer Success Professional, your primary responsibility is to deliver specialized solutions to critical support issues on ePS's Productivity Software. You will provide an exceptional, proactive customer experience, with a personal approach, and maintain and enhance the relationship between the Customer Success Team and ePS's clients.

Key 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.

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 minimal guidance in a fast-paced environment.

Technical 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.

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