Customer Solutions Spec III

Ultra Clean Technology; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Ultra Clean Technology in Austin, TX is seeking a Customer Solutions Specialist III to provide advanced support and resolve complex inquiries. You will mentor junior staff, analyze customer needs, and collaborate with sales, operations, and technical teams to improve service quality.

This role emphasizes customer experience, process improvements, and knowledgebase development. Candidates should have 4–6 years of relevant experience and a strong focus on quality and client satisfaction.

Qualifications

• 4–6 years of customer service, customer solutions, or technical support experience.
• Strong problem-solving and analytical skills for complex cases.
• Excellent written and verbal communication for difficult situations.
• Proficiency with CRM systems, case management tools, and office software.
• Ability to work independently, prioritize, and manage time.

Responsibilities

• Serve as escalation point for complex customer cases across teams.
• Analyze issues, identify root causes, and recommend solutions.
• Provide advanced product, service, and system support across channels.
• Develop strong customer relationships and ensure satisfaction.
• Document interactions, resolutions, and trends for improvements.
• Assist in creating knowledgebase content and SOPs.
• Mentor junior staff and collaborate with sales, ops, tech teams.
• Support onboarding, training, or troubleshooting sessions.

Skills

Problem solving

Communication

Time management

Independent work

Analytical thinking

Education

High school diploma or equivalent

Associate or bachelor's degree in related field

Certifications in customer service CX

Tools

CRM systems

Case management tools

Office productivity software

Job description

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car, and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success - join us today!

UCT is looking for a talented Customer Solutions Specialist III to join us in Austin, TX!

The Customer Solutions Specialist III provides advanced customer support and acts as a senior resource for resolving complex inquiries, service issues, and escalations. This role analyzes customer needs, delivers tailored solutions, and supports process improvements that enhance service quality and efficiency. The Specialist III collaborates with cross-functional teams, mentors' junior staff, and helps ensure an exceptional customer experience across all interactions.

Essential Duties and Responsibilities:

• Serve as an escalation point for complex customer cases, coordinating resolution across internal teams.
• Analyze customer issues, identify root causes, and recommend solutions that improve service delivery.
• Provide advanced product, service, and system support to customers through multiple communication channels.
• Develop and maintain strong customer relationships, ensuring high levels of satisfaction and retention.
• Document interactions, resolutions, and trends; provide insights for continuous improvement.
• Assist in creating and updating knowledgebase content, SOPs, and process documentation.
• Support customer onboarding, training, or troubleshooting sessions as needed.
• Collaborate with sales, operations, and technical teams to address cross-functional service needs.
• Participate in projects aimed at improving workflows, service tools, customer experience, and team efficiency.
• Mentor and provide guidance to junior Customer Solutions Specialists.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Knowledge, Skills and Abilities:

• Minimum Qualifications
  • 4-6 years of customer service, customer solutions, or technical support experience.
  • Strong problem-solving and analytical skills with the ability to manage complex cases.
  • Excellent communication skills, both written and verbal, with the ability to handle difficult situations professionally.
  • Proficiency with CRM systems, case management tools, and standard office productivity software.
  • Demonstrated ability to work independently, prioritize, and manage time effectively.
• Preferred Qualifications
  • Experience in a technical, product-focused, or B2B service environment.
  • Familiarity with data analysis or reporting tools used to identify trends and customer insights.
  • Background supporting escalations, account management functions, or customer success initiatives.
  • Experience contributing to process improvements or knowledgebase content.

Educational/Certification Requirement:

• Minimum Qualifications
  • High school diploma or equivalent.
• Preferred Qualifications
  • Associate or bachelor's degree in Business, Communications, Customer Experience, or a related field.
  • Certifications in customer service, customer experience, or industry-specific programs (e.g., HDI, CX certifications).

Ultra Clean Technology is proud to be an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under laws and regulations.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.