Customer Success Analyst

Location: São Paulo, Brazil (Hybrid)

Department: Customer and Professional Services

Type: Full-time

Reports to: Customer Support Manager

About EPS Packaging

At ePS Packaging, we're shaping the future of packaging through technology. As a global leader in industry-specific business and production software, we help packaging companies streamline operations, boost efficiency, and unlock growth.

With over 30 years of experience, a global footprint, and a deep understanding of the packaging industry, we believe one thing above all: our success grows when our customers thrive.

What You Will Do

As a Customer Success Analyst, you will be a key partner for our customers, helping them get the most value from our solutions and ensuring a high-quality support experience. In this role, you will:

• Respond to questions and requests from users regarding the use of the system, providing clear, accurate, and timely guidance.
• Own each customer interaction from start to finish, actively following up to ensure the best possible resolution and customer satisfaction.
• Analyze the information and context provided by customers to assess the best course of action for each situation.
• Prepare support materials, such as step-by-step guides or knowledge base content, to clarify common doubts and empower users.
• Perform simulations and tests in the system to reproduce reported scenarios and identify possible causes of incidents.
• Consult manuals, in-system help resources, and internal specialists to deepen your understanding of customer issues and determine the most effective support approach.
• Document all activities, findings, and history related to each case, and forward complete documentation to the development team when solutions require system corrections or customizations.
• Contact customers through the appropriate service channels (system, telephone, or other agreed methods) to communicate resolutions or contingency plans following your analysis.
• Keep all service records and tickets updated, clearly describing the investigation performed, actions taken, and next steps agreed with the client.
• Study and understand the customer's processes and implemented systems in advance, so you can provide proactive, context-aware support within their specific environment.

What You Bring

• Education or training in a related area (such as Information Systems, Computer Science, Engineering, Business, or a similar field), or equivalent practical experience.
• Experience in ERP customer support or application support, preferably in a B2B context.
• Strong analytical and problem-solving skills, with the ability to investigate issues, interpret information, and determine the best course of action.
• Solid communication skills, with the ability to explain technical or complex topics in a clear, customer-friendly way.
• Attention to detail and strong organizational skills, with the ability to manage multiple tickets and priorities simultaneously.
• A customer-centric mindset, with a sense of ownership, accountability, and commitment to delivering high-quality service.
• Working knowledge of databases and how they support ERP functionality (for example, understanding of data structures or basic querying concepts).

Preferred Qualifications

• Experience in the printing and packaging industry, or supporting customers in this sector.
• Previous experience with ERP solutions used in manufacturing, printing, or packaging environments.
• Practical experience working with relational databases (such as running or interpreting SQL queries to support analysis).
• Proficiency in English and Spanish, in addition to Portuguese, to better support customers and collaborate with colleagues in different regions.

Why Join ePS

At ePS, you'll be part of a global, collaborative, and forward-thinking team that's redefining what's possible in the packaging industry.

We foster an inclusive workplace where diversity drives innovation and every team member's voice is valued. You'll 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.