Senior Customer Success Guide

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

401K Plan

Time Off Policy

Job summary

Tata Consultancy Services is seeking a Customer Service Representative in Cincinnati, Ohio to handle customer inquiries across multiple channels, resolving issues while delivering a professional and consistent experience. The ideal candidate should hold a Bachelor of Computer Science and customer service certifications.

This position offers a salary range of $55,000 to $70,000 per year, along with comprehensive medical coverage, performance bonuses, and opportunities for professional growth through training reimbursement.

Qualifications

• Certified System Administrator (CSA) certification required.
• ITIL® Foundation Certification preferred.
• Experience in customer success or IT service management is advantageous.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Resolve customer issues at the first point of contact.
• Deliver a professional and empathetic experience in customer interactions.
• Document all customer interactions in the case management system.

Skills

Certified System Administrator (CSA)

ITIL® Foundation Certification

Customer Success experience

IT service management

SaaS related certifications

Excellent verbal and written communication skills

Structured problem solving and analytical thinking

Customer centric mindset

Education

Bachelor of Computer Science

Job description

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

Salary Range: $55,000- $70,000 a year

Benefits

• 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