Customer Success Guide

Volto Consulting; Milford Center (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

Volto Consulting in Milford Center, OH is seeking a full-time onsite Customer Success Associate to serve as the first contact point for customer inquiries via voice, chat, and email. You will resolve issues with product knowledge, delivering empathetic, professional support to drive satisfaction and product usage.

The ideal candidate holds CSA and ITIL Foundation certifications, plus SaaS-related credentials, with strong communication and problem-solving skills.

Qualifications

• Certified System Administrator (CSA)
• ITIL Foundation Certification
• Customer Success, IT service management, or SaaS related certifications are an advantage

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 wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.
• Strong customer centric mindset with high ownership
• Excellent verbal and written communication skills
• Ability to simplify technical information for non technical audiences
• Structured problem solving and analytical thinking
• Empathy, professionalism, and resilience in high volume environments
• Attention to detail and process discipline
• English: CEFR B2 or higher (mandatory); C1 preferred

Skills

CSA

ITIL Foundation

Customer Success

SaaS Certifications

Job description

Milford, OH - Onsite

Full-time

Job Description

Must Have Technical/Functional Skills

• Certified System Administrator (CSA)
• ITIL Foundation Certification
• Customer Success, IT service management, or SaaS related certifications are an advantage

Roles & 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 wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.
• Strong customer centric mindset with high ownership
• Excellent verbal and written communication skills
• Ability to simplify technical information for non technical audiences
• Structured problem solving and analytical thinking
• Empathy, professionalism, and resilience in high volume environments
• Attention to detail and process discipline
• English: CEFR B2 or higher (mandatory); C1 preferred