Sr. Customer Success Analyst

Title: Sr. Customer Support Analyst

Business Unit: Graphic Communications

Location: Brazil, Remote

Graphic Communications( a CAI Division) is a leading global provider of industry-specific business and production software technology for print industries. Graphic Communications's integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, and over thirty-years dedicated to delivering best-in-class technology to the printing industries, it is our deeply held philosophy that Graphic Communications succeeds when our customers thrive. For more information, visit us at https://caisoft.com

As a Sr. Customer Support Analyst, you will troubleshoot complex customer requests, manage the global support queue and backlog, and ensure exceptional, timely service for our valued customers. Reporting directly to the Sr. Manager, Customer Success, you will play a crucial role in driving customer satisfaction, retention, and long-term success.

In this role, you will combine your technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues. You will act as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.

Your key responsibilities include delivering specialized technical solutions to escalated support cases, providing a proactive, personalized customer experience, and strengthening the partnership between the Customer Support Team and Graphic Communication's clients through technical excellence and accountability.

Key Responsibilities

- Answer incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
- Monitor the Global Support queue and accept Salesforce cases in priority sequence.
- Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
- Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
- Provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
- Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
- Allocate resources, systems, and solutions to ensure efficient issue resolution.
- Identify customers' operational and business challenges, guiding them and the Graphic Communications team toward effective resolutions.
- Document and submit solutions to the knowledge base with complete technical and procedural details.
- Close cases with accurate and comprehensive resolution documentation.
- Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues.
- Test, analyze, organize, and report progress on ongoing customer cases.
- Ensure accountability and progress tracking through Salesforce reporting and analytics.
- Manage and prioritize active support cases within your queue while maintaining strong communication with customers.
- Make informed case routing decisions, escalating appropriately based on technical complexity.
- Follow up with clients on outstanding queries and provide proactive updates.
- Notify clients about new software releases, coordinating with Marketing to ensure customers are informed of relevant fixes and improvements.
- Collaborate with Tiered Support peers and Development teams for environment setup, database capture, and other technical tasks as required.

Technical Troubleshooting Responsibilities

- Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
- Perform API testing and validation using tools such as Postman or cURL.
- Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
- Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
- Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
- Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
- Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
- Understanding of web deployment and troubleshooting for ASP.NET-based applications and related components.
- Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
- Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.

Experience Requirements

- Minimum 8+ years of customer support experience.
- ERP/MIS background preferred.
- Print industry knowledge is mandatory.
- Experience with tools such as Salesforce, JIRA, and Confluence preferred.
- Strong understanding of support operations and troubleshooting methodologies.
- Ability to solve problems efficiently in a fast-paced environment.
- Self-starter with the ability to work with minimal guidance.
- Confident in delegating tasks and providing peer guidance.
- Willing to work in shifts as required.
- Excellent verbal and written communication skills in English.
- Strong documentation and organizational abilities.
- Data analysis skills (reports, dashboards, and metrics).
- Proficient in general computing, internet research, and email communication.
- Understanding of web development, SSO, Active Directory, and SSL.
- Hands-on experience with VPN configuration, network management, and SQL scripting.

Education

- Degree in Technology, Engineering, or related discipline, or equivalent hands-on experience in customer support and enterprise systems.
- Strong understanding of software troubleshooting, printing workflows, and IT infrastructure preferred.