Customer Success Guide Spanish

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

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Vacation and Time Off

401K Plan

Job summary

Tata Consultancy Services in Cincinnati is looking for a Customer Service Representative to serve as the first point of contact for customer inquiries across various channels. Candidates should be knowledgeable in IT service management and possess strong communication skills.

The role requires resolving customer issues efficiently and maintaining high customer satisfaction levels. The salary range is competitive, between $55,000 and $70,000 per year, and offers comprehensive benefits including medical coverage and paid time off.

Qualifications

• Must have excellent verbal and written communication skills.
• Knowledge of IT service management practices is preferred.
• Ability to simplify technical information for non-technical audiences.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Resolve customer issues leveraging product knowledge.
• Deliver a professional, empathetic customer experience.
• Identify opportunities to improve customer satisfaction.
• Accurately document all customer interactions in the system.

Skills

Certified System Administrator (CSA)

ITIL® Foundation Certification

Customer Success, IT service management, or SaaS related certifications

Strong customer centric mindset

Excellent verbal and written communication skills

Structured problem solving and analytical thinking

Attention to detail

Education

Bachelor of Computer Science

Job description

Job Description

• Must Have Technical/Functional Skills

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.
• Spanish: B2 to C1 (CEFR scale).
• Salary Range: $55,000 - $70,000 per 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