Technical Customer Success Analyst

In this role you will be responsible for:


* Effectively respond to and resolve inquiries of both a product and technical nature received by telephone or electronically submitted tickets.


* Assess a variety of situations related to the proper functioning and performance of web applications that are used by our clients.


* Assists in the training, support, maintenance, and ongoing administration of all our web applications.


* Regularly apply new builds and fixes to customer’s websites as needed to address critical issues and developments.


* Monitors servers in our hosted environments and regularly patches OS and applications such as SQL .


* Liaise with hosting technicians concerning uptime and availability of hosted solutions.


* Liaise with 3rd party payment processors to implement and troubleshooting SSO features.


* Report detailed information within the issue tracking system and document processes, routines and programs by following the defined guidelines and team goals & objectives.


* Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction.


* Maximize and maintain current knowledge and awareness of applications and related technologies.


* Report detailed information within the issue tracking system and document processes, routines and programs by following the defined guidelines and team goals & objectives


* Fix interrupted processes such as batch jobs using SQL and system knowledge so that they can be completed successfully


* Assess and implement new configurations and workflows for clients as required


* Occasional training of clients in new features and processes on an individual basis