Engineer System Administration

Tata Consultancy Services; Milford (OH); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Discretionary Incentive

Medical Coverage

Parental Leave

Insurance Options

Certification Reimbursement

Time Off

401K Plan

Performance Bonus

Job summary

Tata Consultancy Services Limited in Milford, OH is seeking a customer success professional to act as the first point of contact for inquiries via voice, chat, and email. The role emphasizes empathetic, professional interactions and timely resolution of issues, with a focus on increasing satisfaction and product usage.

Candidates should hold CSA and ITIL certifications, with bonuses for additional SaaS-related credentials, and possess excellent written and verbal communication skills in English.

Qualifications

• Must have CSA and ITIL certifications.
• Customer success, IT service management or SaaS certifications are an advantage.
• Strong communication and problem-solving skills are expected.

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 leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues with clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Document all customer interactions accurately in the case management system.

Education

Certified System Administrator (CSA)

ITIL Foundation Certification

Customer Success / SaaS certifications advantage

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

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.

Location:

Milford, OH

Salary Range:

$70,000-$80,000 a year