Customer Support Analyst

Role: Customer Support Analyst

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.ePoductivitySoftware.com 

Position Overview:

This role is the primary case-handling team within Customer Support at eProductivity Software, focusing on software applications for the packaging segment across the world.  As a Customer Support  Analyst, your key responsibility is delivering specialized solutions to critical support issues on ePS’s Productivity Packaging 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 technical 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’s business.

Extensive use is made of the phone, email and Internet to communicate with customers. Resolving customer issues will often include recreating issues locally, extensive investigation, and testing of potential solutions. Success will require building and maintaining a solid knowledge base of one or more ePS systems.

This is a remote role based in India, that requires working from Monday to Friday, during US time zones hours.  This position may include holidays, as needed.

Position Duties:

• Provide support to customers via phone, email, internet, internal case tracking system with instruction from SME’s and/ or knowledge base. 


• Respond to cases in Salesforce and answering phone calls via a queue in a timely manner.


• 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 requirements


• Make case routing decision for cases regarding ownership


• Collaborate with global teams and/ or R&D teams when necessary. Escalate or re-route cases as required after thorough investigation


• Escalate to SME’s as required without losing ownership


• Maintain and continuously grow a solid knowledge base of one or more ePS systems; keep knowledge up to date regarding system improvements and new versions.


• In areas of expertise, serve as a mentor to other team members


• Assist in developing and maintaining new and existing support tools and knowledge database


• Assist in recreating product defects for resolution


• Timely closure of cases, capturing all relevant resolution details accurately


• Work with different Tier Support Peers and Development for environment setup/ DB capture/ other tasks as needed


• Submit new solutions in ePS’s knowledge base with proper documentation and possible addition to knowledge base


• Other support tasks as determined by Team Lead and/ or Customer Success Managers.

Position Requirements:

• Bachelor’s and/or Master’s degree in Printing or related field


• Minimum 2+ years in a software support or remote-based customer service role, preferably in an ERP or technology company.


• Strong technical and analytical skills, with the ability to diagnose and resolve software-related issues.


• Strong communication, documentation, and interpersonal skills, with the ability to articulate technical concepts to non-technical clients.


• Patience and empathy in dealing with clients, ensuring a positive support experience.


• Ability to work collaboratively in a team-oriented environment.


• Experience using customer support software, CRM systems and software company tools is advantageous.


• 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.

Additional desirable qualifications:

• Packaging Printing Industry Experience


• Experience with ERP is a plus.


• Knowledge of SalesForce CRM or other call-tracking systems


• Willing to work in shifts


• Foreign Language proficiency is a bonus


• Strong time management skills


• Strong initiative and sound decision-making ability

Equal Opportunity & Disability Accessibility Statement

eProductivity Software is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

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