Senior Customer Success Guide

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 & amp; Training Reimbursement.


Time Off: Vacation, Time Off, Sick Leave & Holidays.


Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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