Customer Success Specialist, SaaS & ITSM

Tata Consultancy Services Limited; Milford (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a Customer Success professional in Milford, OH to serve as the first point of contact for customer inquiries across voice, chat, and email channels. You will resolve issues at first contact using product knowledge and troubleshooting skills, delivering an empathetic, professional experience and maintaining strong documentation in the case management system.

Responsibilities include handling escalated issues, identifying opportunities to improve

Qualifications

• Customer success or IT service management certifications are advantageous.
• 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.

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 using product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly with clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions 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.

Skills

Customer-centric mindset

Excellent communication

Explain technical info clearly

Structured problem solving

Empathy and resilience

Attention to detail

Process discipline

English (B2+)

Job description

Tata Consultancy Services Limited is seeking a Customer Success professional in Milford, OH to serve as the first point of contact for customer inquiries across voice, chat, and email channels. You will resolve issues at first contact using product knowledge and troubleshooting skills, delivering an empathetic, professional experience and maintaining strong documentation in the case management system.

Responsibilities include handling escalated issues, identifying opportunities to improve