Assistant - Technical Customer Service

Overview

The Customer Support area assists customers by providing information about products and services, answering questions, and resolving problems and issues. The role involves managing incoming customer calls and emails, monitoring trouble tickets, documenting customer issues, and interacting with all levels of the organization.

Responsibilities

• Provide Tier 1 and Tier 2 customer support for the Common Language Suite of Products
• Understand the process for requesting new codes and products, billing processes, troubleshooting issues with new and existing orders, and the escalation process for urgent issues
• Maintain an understanding of system requirements and applicable User Guides
• Build relationships with customers and understand their expectations of TNS
• Identify process improvements and implement methodologies that drive positive change
• Interact with all levels of the organization and possibly deliver presentations to the management team
• Operate independently in a fast-paced environment and demonstrate strong analytical skills

Qualifications

• Bachelor's degree (preferred)
• Minimum 3 years of customer service experience (desired)
• Excellent verbal and written communication skills
• Experience with Service Now (preferred)
• Excellent work ethic and customer focus
• Initiative, critical thinking, and good follow-through are key characteristics
• Strong organizational skills and quick learner

Additional Skills

• Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills)
• Ability to multitask across various products is a must

Pay

We anticipate paying $24 - $27 per hour for this role.