Enable America Jobs

Description

eProductivity Software is a leading global provider of industry-specific business and production software technology for the packaging and print industries. The company's integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. eProductivity Software is headquartered in Pittsburgh, Pennsylvania with offices worldwide. With over thirty years dedicated to delivering best-in-class technology to the packaging and printing industries, it is the company's deep-held philosophy that eProductivity Software succeeds when its customers thrive. For more information, please visit  www.epssw.com

eProductivity Software is looking for a Customer Success Analyst to join our Packaging team.  This person will provide exceptional customer experiences, with a personal approach.

What you will do:

• Work with multiple internal and external partners/stakeholders to understand/troubleshoot technical issues.

• Initiate Software installations and upgrades on servers.

• Own incoming telephone calls and open cases in Salesforce, identify customers, populate case details, and confirm the accuracy of data.

• Monitor Global Support queue and accept Salesforce cases in priority sequence.

• Review case priorities and maintain strict adherence to priority-based SLA requirements.

• Review case details and contact customers within SLA response requirements.

• Provide support to customers via email and telephone using your own discretion and experience.

• Work with different Support Peers and development team for environment setup/ DB capture/ other technical tasks as needed.

• Escalate or re-route cases as required after a thorough investigation, by maintaining SLA factors.

• Allocate resources, systems, and software solutions in support of customer issue resolution.

• Identify customer operational and business areas of weaknesses and guide eProductivity Software and customer to the right resolution in support of the business.

• Submit new solutions in eProductivity Software knowledge base with proper documentation and possible addition to the knowledge base.

• Own Closure of cases, providing all relevant resolution details.

• Perform additional support tasks as determined by Global Support Manager and/or Technical Team Lead

• Work closely with our R&D and Services teams to replicate and resolve customer issues.

• Test, analyze, organize, and report on the progress of ongoing customer issues.

• Work closely with customers to understand, prioritize, and manage outstanding support cases within your queue.

Education

• Graduate in BE in Printing/ Packaging

• Relevant experience in one of the following disciplines: Operations, ERP/MIS administration, Packaging/ Corrugated workflow, Packaging/ Corrugated manufacturing experience, Order management, procurement, Business Process Management.

This role might be a good fit if you:

• Have a 3+ years of customer service experience.

• Willing to work in shifts and possible 24/7 environment with any two days of the week to be considered as time off.

• Understand the packaging industry and are familiar with graphic applications

• Can confidently speak directly with client contacts at all levels.

• Possess excellent organization, interpersonal, written, and verbal communication skills.

• Can accurately provide documentation of issues and resolutions’ possess excellent data entry skills.

• Can solve problems in a fast-paced environment.

• Possess a willingness to self-learn new skills and software.

• Can work with minimal guidance in a fast-paced environment

• Are knowledgeable of support and troubleshooting web applications.

• Have a solid understanding of Web Development and how to troubleshoot in this area.

• Are familiar with VPN and Network configuration and management. 

• Are knowledgeable of SalesForce.com and other call tracking systems/ CRM’s

• Experienced with server and Windows troubleshooting.

• Experienced with Microsoft SQL Server and using script.

• Experienced with Crystal Report.

At ePS, we are a global team that solves unique business challenges for our customers worldwide. We believe in and are committed to fostering an inclusive workplace where our rich diversity fuels continuous innovation and success, valuing everyone's expertise and unique perspective. Our commitment to our customers and to an inclusive culture will be evidenced through our actions, outcomes, and the quality of our products and services.

ePS - Empowering Print and Packaging