Job Description

Senior Role: Customer Support Analyst

This role is the primary case-handling team within Customer Support at eProductivity Software, handling the majority of critical issues for our valued customers across the world. As a Customer Support Analyst, your key responsibility is delivering specialized solutions to critical support issues on our Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support 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. CSA member is empowered to define adequate means to address customer situations like adequate system and resources allocations. CSA 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's business.

Primary responsibilities

• Provide support to customers via email, chat and telephone following documented trouble-shooting instructions or with instruction from SME's and/ or knowledge base.
• Answer emails, opening cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data, all in a timely manner.
• Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data
• Review case priority; maintain strict adherence to priority-based SLA requirements
• Make case routing decision for cases regarding ownership
• Collaborate with global teams and/ or R&D teams when necessary. Escalate or re-route cases as required after thorough investigation, by maintaining SLA factors.
• Escalate to SME's as required without losing ownership
• Timely closure of cases, capturing all relevant resolution details accurately
• Follow up with our customers that have not provided responses to outstanding questions from the support teams
• Provide notification to customers when new related software has been released, including direct notification to customers that have resolved issues within the release, in conjunction with ePS's marketing team.
• Empowered to allocate resources, systems and SW solutions in support of customers issues resolution
• Maintain active customer contact records within our support systems
• Provide regular updates to customers in order to maintain an ongoing relationship, providing statistical and progress information, and generating and sending Outreach Reports.
• Work with different Tier Support Peers and Development for environment setup/ DB capture/ other technical tasks as needed
• Provide required support pertaining to Software installation and upgrades.
• Submit new solutions in ePS's knowledge base with proper documentation and possible addition to knowledge base
• Other support tasks as determined by Team Lead and/ or Global Functional Manager.

• Minimum five years customer service experience
• Confidence delegating tasks and providing guidance to as required
• Confidence in talking directly to client contacts at all levels
• Excellent organizational and interpersonal skills
• Excellent English verbal/written communication skills.

• Ability to clearly document
• Confident, articulate, and professional speaking
• Data Entry skills such as word-per-minute
• Willingness to learn
• A self-starter - ability to work with minimal guidance in a fast-paced environment
• General computing skills, including email and internet-based navigation
• Printing Industry Experience
• ERP Experience and understanding
• Knowledge of SalesForce CRM or other call tracking systems
• Working knowledge of database servers
• Willing to work in shifts.
• Foreign Language proficiency is an added bonus.

• Bachelor's and/or Master's degree in Printing.