Senior Customer Solutions Specialist - Complex Escalations

UCT

Austin (TX)

On-site

USD 70,000 - 95,000

Full time

4 days ago

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Job summary

Ultra Clean Technology in Austin, TX is seeking a Customer Solutions Specialist III to join our growing team. You will provide advanced customer support, resolve complex inquiries, and collaborate with cross-functional groups to ensure an exceptional experience across all interactions.

The ideal candidate has 4–6 years in customer service or technical support, strong communication skills, and experience with CRM systems.

Qualifications

4–6 years of customer service or technical support experience.
Strong problem-solving and analytical skills.
Excellent written and verbal communication; professional handling of difficult situations.
Proficiency with CRM systems and case management tools.
Ability to work independently and manage time effectively.

Responsibilities

Serve as escalation point for complex customer cases across internal teams.
Analyze issues, identify root causes, and propose solutions to improve service delivery.
Provide advanced product, service, and system support via multiple channels.
Build strong customer relationships to ensure satisfaction and retention.
Document interactions and trends; contribute to knowledgebase and SOP updates.
Assist in onboarding, training, or troubleshooting sessions.
Collaborate with sales, operations, and technical teams for cross-functional needs.
Participate in projects to improve workflows and tools.
Mentor junior Customer Solutions Specialists.