Business Support Coordinator

Customer Support Team Member

Advantest America, Inc. is looking for someone to join our Customer Support team in Austin, TX coordinating projects for key clients in North, Central and South America. You will communicate with stakeholders in person, via phone, chat and email. Additional attributes that will help you succeed in this role:

• You thrive in an environment that relies on teamwork, while supporting and nurturing your individual strengths.
• You are a self-starter and thrive in an environment that relies on teamwork, while supporting and nurturing your individual strengths.
• You have strong critical thinking skills with the ability to easily adapt to shifting priorities and challenges.
• You take initiative while utilizing all available resources, while at the same time knowing when to consult with managers or peers to break down a difficult problem.

A typical day might include:

• Support general client requests received via our 1-800 toll free line, self-service web portal and email by completing tasks such as the creation or documentation of service requests, entering and tracking of part orders and return shipments plus communicating shipment details (60%).
• Coordinate and plan regional installation, de-installation and relocation support to include managing requirements and content gathering for client purchased hardware or services outside of the San Francisco Bay area but within the United States, Canada, Central and South America (40%).
• Monitor project progress; track action items and escalate issues to the appropriate authority.
• Implement project plans by managing resource task assignments to meet goals while considering technical and client requirements.
• Lead and/or support quote to cash activities to include gathering costs and preparing quotation proposals, ensuring that client purchase orders meet audit requirements, providing order acknowledgements, coordinating third party vendor services and deal management.
• Track and document project deliverables and correspondence to ensure compliance with client expectations.
• Act as the point of contact for internal and external stakeholders, ensuring clear and consistent communication.
• Maintain the hardware install base and other customer-related data.
• Work with Logistics to resolve RMA receipt concerns to ensure timely movement through our repair pipeline.
• Prepare and present written or oral reports and other presentations to internal and external audiences.
• Make timely decisions with the best available information and use appropriate decision-making processes.
• Identify potential issues or process improvements and work with internal teams to discuss and implement solutions.
• Continuously improve product and process knowledge using our self-help and training resources.
• Support change management activities including developing training material and user guides.

Skills and experience you bring:

• 4 + years of relevant experience in account management/B2B customer support
• Intermediate experience with Microsoft Office 365 tools (including Outlook, Excel, Word, PowerPoint, etc.).
• Possess excellent phone etiquette and the ability to communicate professionally with both verbal and written communication.
• Ability to handle multiple tasks and work without direct supervision to meet deadlines.
• Ability to learn new software applications quickly and effectively.

Mental / Physical Requirements:

• Able to work in an office setting; weekdays from 9am to 6pm or 10am to 7pm
• Ability to work overtime, as needed (less than 10%)