Customer Success Specialist

• Customer Success Specialist (Tier 3) responsible for handling complex, high-priority customer issues that require in-depth investigation, data analysis, and collaboration with internal teams
• The Tier 3 Customer Success team acts as the final escalation point for customer issues before engineering involvement and plays a pivotal role in maintaining
• customer satisfaction, ensuring communication transparency, and enabling swift resolution
• This role requires strong analytical ability, technical acumen, and excellent coordination skills to serve as a bridge between customers, QA, and development teams
• Future duties and responsibilities List principle responsibilities
• Be available on call and chat queues to address immediate customer concerns
• Manage and prioritize high-priority support tickets assigned to the Tier 3 queue based on impact and urgency
• Perform detailed ticket analysis to identify issue trends and potential improvements
• Assist QA teams in identifying and verifying root causes of reported issues
• Reproduce reported issues in test or staging environments to isolate problems
• Retrieve and share production database (PROD DB) data with development or QA teams for investigation
• Identify the appropriate Point of Contact (POC) to resolve specific issues
• Collaborate and communicate effectively with development, QA, and other stakeholder teams to ensure timely resolution
• Act as a bridge between customers, partners, and internal teams to facilitate smooth communication and follow-ups
• Document root causes, resolutions, and recurring issues to enhance knowledge sharing and process improvement
• Provide feedback to improve support efficiency, ticket triage, and overall customer experience

Skills: