CSA-Certified Systems Engineer for Customer Success

Tata Consultancy Services Limited; Milford (OH); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Parental Leave

Insurance Options

Certification Reimbursement

Time Off

401K Plan

Performance Bonus

Job summary

Tata Consultancy Services Limited in Milford, OH is seeking a customer success professional to act as the first point of contact for inquiries via voice, chat, and email. The role emphasizes empathetic, professional interactions and timely resolution of issues, with a focus on increasing satisfaction and product usage.

Candidates should hold CSA and ITIL certifications, with bonuses for additional SaaS-related credentials, and possess excellent written and verbal communication skills in English.

Qualifications

• Must have CSA and ITIL certifications.
• Customer success, IT service management or SaaS certifications are an advantage.
• Strong communication and problem-solving skills are expected.

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues with clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Document all customer interactions accurately in the case management system.

Education

Certified System Administrator (CSA)

ITIL Foundation Certification

Customer Success / SaaS certifications advantage

Job description

Tata Consultancy Services Limited in Milford, OH is seeking a customer success professional to act as the first point of contact for inquiries via voice, chat, and email. The role emphasizes empathetic, professional interactions and timely resolution of issues, with a focus on increasing satisfaction and product usage.

Candidates should hold CSA and ITIL certifications, with bonuses for additional SaaS-related credentials, and possess excellent written and verbal communication skills in English.