Customer Success Specialist

Position Description
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 responsibilitiesList 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.
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.Come join our team—one of the largest IT and business consulting services firms in the world.