Customer Support Analyst at ePS (eProductivity Software) in US - Telecommuter

Job description

• This role is the primary case-handling team within Customer Support at eProductivity Software, focusing on software applications for the packaging segment across the world.
• As a Customer Success Analyst, your key responsibility is delivering specialized solutions to critical support issues on ePS’s Productivity Packaging 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.
• 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.
• Extensive use is made of the phone, email and Internet to communicate with customers. Resolving customer issues will often include recreating issues locally, extensive investigation, and testing of potential solutions. Success will require building and maintaining a solid knowledge base of one or more ePS systems.

Responsibilities

• Provide support to customers via phone, email, internet, internal case tracking system with instruction from SME’s and/ or knowledge base.
• Respond to cases in SalesForce and answering phone calls via a queue 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 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
• Escalate to SME’s as required without losing ownership
• Maintain and continuously grow a solid knowledge base of one or more ePS systems; keep knowledge up to date regarding system improvements and new versions.
• In areas of expertise, serve as a mentor to other team members
• Assist in developing and maintaining new and existing support tools and knowledge database.
• Assist in recreating product defects for resolution
• Timely closure of cases, capturing all relevant resolution details accurately
• Work with different Tier Support Peers and Development for environment setup/ DB capture/ other tasks as needed
• 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 Customer Success Manager.

Requirements

• 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
• 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
• Packaging Printing Industry Experience
• ERP Experience and understanding
• Knowledge of SalesForce CRM or other call tracking systems
• Willing to work in shifts. This is key as the role will be as part of a 24/7 support team.
• Foreign Language proficiency is an added bonus.
• Excellent Critical Thinking and Time Management skills
• Business-level English proficiency (written and verbal) required (mandatory for customer-facing roles)

Skills

Required

• Ability to clearly document
• Willingness to learn
• Packaging Printing Industry Experience
• ERP Experience and understanding

Benefits

• At ePS, you will be part of a global, collaborative, and forward-thinking team that is redefining what is possible in the packaging industry.
• We foster an inclusive workplace where diversity drives innovation and every team member’s voice is valued. You will have the opportunity to make a real impact, helping our customers operate smarter and succeed sustainably.
• Join us and help build the future of packaging technology.