Customer Success Guide Portuguese

Tata Consultancy Services; Milford (OH); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Maternal & Parental Leaves

Insurance Options: Auto & Home

Certification & Training Reimbursement

Vacation, Time Off, Sick Leave & Holidays

Legal Assistance, 401K Plan, Performance Bonus

Job summary

Tata Consultancy Services is looking for someone to serve as the first contact for customer inquiries in Milford, Ohio. The role requires resolving customer issues and providing a consistent and professional experience across voice, chat, and email.

Candidates must have a Bachelor's in Computer Science and certifications such as CSA and ITIL. The salary range for this position is between $55,000 and $70,000 annually, and includes various employee benefits such as medical coverage and time off.

Qualifications

• Certified System Administrator (CSA) is required.
• ITIL® Foundation Certification is required.
• English: CEFR B2 or higher, C1 preferred.
• Portuguese: B2 to C1 (CEFR scale) is a plus.

Responsibilities

• Serve as the first point of contact for customer inquiries across channels.
• Resolve customer issues leveraging product knowledge.
• Deliver an empathetic and consistent customer experience.
• Recommend upgrades based on customer needs.
• Document all customer interactions accurately.

Skills

Customer Success

IT service management

SaaS related certifications

Strong communication skills

Problem solving

Empathy

Attention to detail

Education

BACHELOR OF COMPUTER SCIENCE

Job description

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.
• Portuguese: B2 to C1 (CEFR scale).

Salary Range: $55,000- $70,000 a year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE