Customer Success Associate
hace 2 días
Job Title: Associate Customer Success Analyst
Job Summary:
We are seeking a highly skilled Associate Customer Success Analyst to join our team at eProductivity Software. As a key member of our Customer Support team, you will be responsible for delivering exceptional customer experiences, resolving critical issues, and maintaining strong relationships with our valued customers.
Key Responsibilities:
- Review and prioritize support cases, ensuring timely resolution and adherence to SLA requirements
- Collaborate with global teams and R&D teams to resolve complex issues
- Escalate cases as needed, maintaining ownership and ensuring customer satisfaction
- Provide proactive support, including notification of new software releases and follow-up with customers on outstanding issues
- Empower customers to resolve issues independently, allocating resources and systems as needed
- Maintain accurate customer contact records and provide regular updates to customers
- Work with Tier Support Peers and Development to resolve technical issues and implement new solutions
Requirements:
- Minimum 5 years of customer service experience
- Excellent organizational and interpersonal skills
- Strong English verbal and written communication skills
- Ability to document and communicate complex technical information
- Confidence in delegating tasks and providing guidance to customers
- Willingness to learn and adapt to new technologies and processes
Education Requirements:
Bachelor's and/or Master's degree in a relevant field
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