(Remote) 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