Senior Customer Success Analyst

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