Senior Customer Experience Specialist

Há 6 horas


Fortaleza CE, Brasil beBeeCustomerSuccess Tempo inteiro

Job Overview: As a seasoned customer success professional, you will delve into complex customer inquiries, manage the global support queue and backlog, and provide exceptional, timely service to valued customers. The ideal candidate will combine technical acumen, analytical prowess, and a customer-centric mindset to deliver high-quality solutions to critical support issues. They will serve as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues. Key Responsibilities: Analyze incoming requests, identify customers, populate case details, and verify data accuracy in Salesforce. Monitor the Global Support queue and accept Salesforce cases in priority sequence. Troubleshoot customer-reported issues, identify root causes, and provide timely resolutions via case updates, calls, or screen-sharing sessions. Offer customer support via email, Teams, and telephone using discretion, experience, and technical expertise. Technical Troubleshooting Capabilities: Utilize Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures. Conduct API testing and validation using tools such as Postman or cURL. Investigate and resolve IIS and SSL diagnostics on Windows Application Servers. Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.



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