Assistant - Technical Customer Service
United States of America
Full Time
1 hour ago
$24 - $27 USD
H1B Sponsor Likely
Key skills
Common LanguageTRATruNumber FinderServiceNowMicrosoft PowerPointMicrosoft ExcelCommunicationCritical Thinking
About this role
Transaction Network Services (TNS) is a company that focuses on providing exceptional customer service. They are seeking an Assistant for Technical Customer Service to provide Tier 1 and Tier 2 support for their Common Language Suite of Products, ensuring customer satisfaction and resolving issues.
Responsibilities:
- The Customer Service Representative will be responsible for Tier 1 and Tier 2 customer support for the Common Language Suite of Products
- The candidate must obtain an in-depth understanding of Common Language Products Code Sets and functionality
- This includes understanding the process for requesting new codes and products, billing processes, troubleshooting issues with new and existing orders as well the process for escalating urgent issues to the proper chain of command
- Responsibilities will include monitoring incoming customer calls and emails while meeting contractual SLA obligations
- Managing trouble tickets from creation to closure
- Documenting customer issues, researching a solution and providing a professional response in a timely manner
- Maintaining an understanding of the system requirements and applicable User Guides
- Obtaining knowledge of the TNS customer base, building relationships with our customers and understanding their expectations of TNS
- The role will be responsible for identifying process improvements and implementing the methodologies that drive positive change
- This position will require the ability to interact with all levels of the organization and possibly deliver presentations to the management team
- The candidate must be comfortable operating independently in a fast paced environment and must have strong analytical skills
Requirements:
- Minimum 3 years of customer service experience is desired
- Excellent verbal and written communication skills
- Excellent work ethic and customer focus
- Initiative, critical thinking and good follow through are key characteristics
- Strong organizational skills / Quick learner
- Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills)
- Ability to multitask across various products is a must
- BA (preferred)
- Experience with Service Now would be a plus
- Knowledge of Common Language, TRA, TruNumber Finder and the various customer roles involved with each product is preferred