Customer Support Analyst

Customer Support Analyst

eProductivity Software (ePS) is a leading global provider of industry-specific business and production software technology for the packaging and print industries. eProductivity's integrated and automated software offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With several offices worldwide, including in the United Kingdom (Malton, Burnley & Dronfield), and over thirty-years dedicated to delivering best-in-class technology to the packaging and printing industries, it is our deeply held philosophy that eProductivity Software succeeds when our customers thrive.

Position Overview

We are hiring for a Customer Support Analyst will work with customers and other team members in handling incoming technical issues from ePS customers around the world. Providing personal, timely and exceptional support is key to maintaining and enhancing a positive relationship with our ePS clients.

The Customer Support Team is the primary case-handling team within Customer Success at ePS, handling majority of critical issues for our valued customers across the world.

As a Customer Support Analyst, your key responsibility is delivering specialized solutions to critical support issues on ePS's Productivity Software; providing an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and ePS's clients and, delegating a specific set of tasks as required to provide the most efficient, effective and timely solution possible. CSA member is empowered to define adequate means to address customer situations like adequate system and resources allocations. CSA members are expected to work with customers in identifying operational and business weaknesses and guide both ePS and the customer towards the right solution enabling high customer satisfaction while supporting ePS business.

The role also involves, knowing when to escalate to more experienced resources and collaborate with R&D to help resolve customer issues. Timely follow up and complete end to end ownership is the backbone of this role.

Primary Responsibilities

• Provide support to customers via email, chat and telephone following documented trouble-shooting instructions or with instruction from T2 or T3 analysts.
• Answer emails, opening cases in SalesForce, identifying customers, populating case details, and confirming accuracy of data
• Review support cases logged via the customer portal, populating any missing detail, and confirming accuracy of data
• Review case priority; maintain strict adherence to priority-based SLA requirements
• Make case routing decision for cases regarding ownership
• Escalate to T2 or T3 agents as required
• Close cases, capturing all relevant resolution details accurately

• Follow up with clients that have not provided responses to outstanding questions from the support teams

• Provide notification to clients when new related software has been released, including direct notification to clients that have resolved issues within the release, in conjunction with ePS's marketing team

• Maintain active client contact records within our support systems
• Provide regular updates to clients in order to maintain an ongoing relationship, providing statistical and progress information, and generating and sending Outreach Reports.
• Other support tasks as determined by Tier 2 or Tier 3 agents or Tier 1 Manager.

Experience Requirements

• ERP Domain experience
• Global Customer Service or Support Experience
• Experience in troubleshooting software
• Confidence in talking direct to client contacts at all levels and being able to articulate
• Excellent organizational and interpersonal skills
• Willingness to learn
• A self- starter - ability to work with minimal guidance in a fast-paced environment
• General computing skills, including email and internet-based navigation
• Must be fluent (verbal and written) in English
• Willing to work in shifts.
• Excellent organizational and interpersonal skills
• Ability to clearly document

Preferred Skills & Experience

• Printing/ Packaging Industry Experience (Preferred)
• Preferred fluency in French and German Languages

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 Packaging & Print Industries