Customer Support Analyst

Summary

eProductivity Software (ePS) provides industry-specific business and production software for the packaging industry. The Customer Support Analyst delivers specialized support for ePS packaging software by investigating and resolving customer issues, managing cases, collaborating with global and R&D teams, and maintaining product knowledge and support documentation.

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

Skills

• 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
• Excellent Critical Thinking and Time Management skills
• Business-level English proficiency (written and verbal) required (mandatory for customer-facing roles)
• Foreign Language proficiency is an added bonus

Qualifications

Must Haves

• 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
• Excellent Critical Thinking and Time Management skills
• Business-level English proficiency (written and verbal) required (mandatory for customer-facing roles)

Nice to Haves

• Foreign Language proficiency is an added bonus

Benefits

• Remote work
• You will have the opportunity to make a real impact, helping our customers operate smarter and succeed sustainably.