Assistant - Technical Customer Service

Customer Service Representative

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and 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.

Knowledge of Common Language, TRA, TruNumber Finder and the various customer roles involved with each product is preferred.

Qualifications

• BA (preferred)

• Minimum 3 years of customer service experience is desired.

• Excellent verbal and written communication skills.

• Experience with Service Now would be a plus.

• Excellent work ethic and customer focus.

• Initiative, critical thinking and good follow through are key characteristics.

• Strong organizational skills / Quick learner.

Additional Skills:

• Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills)

• Ability to multitask across various products is a must.

For this role, we anticipate paying $24 - $27 per hour. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.