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Senior Customer Success Guide
Job in
Milford, Clermont County, Ohio, 45150, USA
Listed on 2026-07-10
Listing for:
Tata Consultancy Services Limited
Full Time
position Listed on 2026-07-10
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Technical Support
Job Description & How to Apply Below
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
- Customer Success, IT service management, or SaaS related certifications are an advantage
- Bachelor of Computer Science
- ITIL
- 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 & Training Reimbursement - Time Off:
Vacation, Time Off, Sick Leave & Holidays - Legal & Financial Assistance:
Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing
Salary: $55,000 - $70,000 per year
#J-18808-LjbffrPosition Requirements
10+ Years
work experience
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