Customer Support Tech I

About the Role

The Customer Support Technician independently manages customer orders, ensuring accuracy, timeliness, and strong communication throughout the order lifecycle. This role serves as a primary point of contact for customers, delivering updates, addressing issues, coordinating internally to resolve discrepancies, and ensuring a positive customer experience in alignment with Photronics’ standards. The position requires strong organizational skills, the ability to multitask effectively, and sound judgment when balancing competing priorities. This is an on-site position; remote candidates will not be considered.

Responsibilities

• Respond to customer inquiries regarding orders, products, and delivery status in a professional, timely manner.
• Enter, review, update, and maintain customer orders within MaskTrac, ensuring accuracy and completeness.
• Review customer orders for discrepancies and coordinate with Production and Engineering teams to resolve issues.
• Maintain accurate customer records and follow established company policies, procedures, and quality standards.
• Collaborate with Sales, Planning, Manufacturing, Shipping, and other internal teams to support customer requirements and order fulfillment.
• Escalate non-routine customer concerns or order issues to the appropriate team members.
• Perform additional responsibilities as assigned.

Requirements

• 0–2 years of experience in customer service.
• Technical or semiconductor industry experience strongly preferred.
• High School Diploma, GED, or equivalent work experience.

Skills

• Basic computer proficiency.
• Strong attention to detail and accuracy.
• Effective verbal and written communication skills.
• Strong organizational and time management skills.
• Basic analytical and problem-solving skills.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Adaptability and willingness to learn new systems and processes.

As a condition of employment, you may be required to apply for and maintain a U.S. Department of Defense (DoD) Secret Security Clearance or other government-issued security credential, as determined by the Company.