About ePS

At ePS, we are shaping the future of packaging through technology. As a global leader in industry-specific business and production software, we help packaging companies streamline operations, boost efficiency, and unlock growth.

With over 30 years of experience, a global footprint, and a deep understanding of the packaging industry, we believe one thing above all: our success grows when our customers thrive.

Job purpose:

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 Success 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 Success Team and ePS’s clients, and; delegating a specific set of technical tasks as required to provide the most productive, 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.

Core responsibilities:
- 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

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