Assistant - Technical Customer Service

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.

• Tier 1 and Tier 2 customer support for the Common Language Suite of Products.
• Obtain an in-depth understanding of Common Language Products Code Sets and functionality, including the process for requesting new codes and products, billing processes, and troubleshooting issues with new and existing orders.
• Escalate urgent issues to the proper chain of command.
• Monitor incoming customer calls and emails while meeting contractual SLA obligations.
• Manage trouble tickets from creation to closure.
• Document customer issues, research a solution, and provide a professional response in a timely manner.
• Maintain an understanding of the system requirements and applicable User Guides.
• Obtain knowledge of the TNS customer base, build relationships with customers, and understand their expectations of TNS.
• Identify process improvements and implement methodologies that drive positive change.
• Interact with all levels of the organization and possibly deliver presentations to the management team.
• Operate independently in a fast‑paced environment, using strong analytical skills.
• Knowledge of Common Language, TRA, Tru Number Finder, and the various customer roles involved with each product is preferred.

• BA (preferred).
• Minimum 3 years of customer service experience.
• Excellent verbal and written communication skills.
• Experience with Service Now is a plus.
• Excellent work ethic and customer focus.
• Initiative, critical thinking, and good follow‑through.
• Strong organizational skills and a quick learner.

• Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills).
• Ability to multitask across various products.

For this role, we anticipate paying $24‑$27 per hour.

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.