Senior Customer Solutions Specialist - Escalations

Ultra Clean Technology; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Ultra Clean Technology in Austin, TX is seeking a Customer Solutions Specialist III to provide advanced support and resolve complex inquiries. You will mentor junior staff, analyze customer needs, and collaborate with sales, operations, and technical teams to improve service quality.

This role emphasizes customer experience, process improvements, and knowledgebase development. Candidates should have 4–6 years of relevant experience and a strong focus on quality and client satisfaction.

Qualifications

• 4–6 years of customer service, customer solutions, or technical support experience.
• Strong problem-solving and analytical skills for complex cases.
• Excellent written and verbal communication for difficult situations.
• Proficiency with CRM systems, case management tools, and office software.
• Ability to work independently, prioritize, and manage time.

Responsibilities

• Serve as escalation point for complex customer cases across teams.
• Analyze issues, identify root causes, and recommend solutions.
• Provide advanced product, service, and system support across channels.
• Develop strong customer relationships and ensure satisfaction.
• Document interactions, resolutions, and trends for improvements.
• Assist in creating knowledgebase content and SOPs.
• Mentor junior staff and collaborate with sales, ops, tech teams.
• Support onboarding, training, or troubleshooting sessions.

Skills

Problem solving

Communication

Time management

Independent work

Analytical thinking

Education

High school diploma or equivalent

Associate or bachelor's degree in related field

Certifications in customer service CX

Tools

CRM systems

Case management tools

Office productivity software

Job description

Ultra Clean Technology in Austin, TX is seeking a Customer Solutions Specialist III to provide advanced support and resolve complex inquiries. You will mentor junior staff, analyze customer needs, and collaborate with sales, operations, and technical teams to improve service quality.

This role emphasizes customer experience, process improvements, and knowledgebase development. Candidates should have 4–6 years of relevant experience and a strong focus on quality and client satisfaction.