Remote Global Customer Success Analyst - Packaging

EPACK Durable Limited; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

eProductivity Software (ePS) is seeking a Customer Success Analyst for its remote US team. You will handle global packaging software support, deliver specialized solutions, and maintain strong client relationships while guiding internal teams to timely resolutions.

Ideal candidates communicate professionally in English, document effectively, and collaborate with cross-functional teams to ensure high customer satisfaction in a 24/7 support environment.

Qualifications

• Strong customer-facing communication in a professional manner.
• Ability to document issues and resolutions clearly.
• Willing to learn and work with minimal guidance in a fast-paced environment.
• Experience with ERP or packaging industry is a plus.

Responsibilities

• Provide support to customers via phone, email, and portal.
• Respond to cases in Salesforce and manage queue in a timely manner.
• Review and validate case details and data accuracy.
• Route cases based on ownership and priority requirements.
• Collaborate with global teams and R&D when necessary.
• Escalate to SMEs without losing case ownership.
• Maintain knowledge base and assist in creating solutions.
• Close cases timely with complete resolution details.

Skills

Customer support

Time management

Documentation

Professional communication

Self-starter

Tools

Salesforce

Job description

eProductivity Software (ePS) is seeking a Customer Success Analyst for its remote US team. You will handle global packaging software support, deliver specialized solutions, and maintain strong client relationships while guiding internal teams to timely resolutions.

Ideal candidates communicate professionally in English, document effectively, and collaborate with cross-functional teams to ensure high customer satisfaction in a 24/7 support environment.