Senior Customer Success Guide

Tata Consultancy Services; Milford (OH); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical Coverage

Parental Leave

401K Plan

Performance Bonus

Training Reimbursement

Paid Time Off

Job summary

Tata Consultancy Services is seeking a Customer Support Specialist in Milford, Ohio to be the first point of contact for customer inquiries across voice, chat, and email channels. The role emphasizes resolving issues on the first contact with strong product knowledge and troubleshooting skills.

The ideal candidate will have a Bachelor of Computer Science, ITIL Foundation, and related certifications, with a focus on delivering empathetic, high-quality service while documenting interactions

Qualifications

• CSA and ITIL Foundation certifications are preferred or required.
• SaaS-related certifications are a plus.
• Strong customer-centric and communication abilities are essential.

Responsibilities

• Serve as the first point of contact for customer inquiries via voice, chat, and email.
• Resolve issues at first contact using product knowledge and troubleshooting.
• Deliver professional, empathetic, and consistent customer experiences across interactions.
• Handle escalated or complex issues with clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Document all interactions accurately in the case management system.

Skills

CSA

ITIL Foundation

SaaS Certifications

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

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.

Qualifications

BACHELOR OF COMPUTER SCIENCE