Assistant - Technical Customer Service

Transaction Network Services•Bridgewater, TX

About The Position

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.

Requirements

BA (preferred)
Minimum 3 years of customer service experience is desired.
Excellent verbal and written communication skills.
Excellent work ethic and customer focus.
Initiative, critical thinking and good follow through are key characteristics.
Strong organizational skills / Quick learner.
Knowledge of the Microsoft Office Suite of products (Advanced PowerPoint and Excel skills)
Ability to multitask across various products is a must.

Nice To Haves

Experience with Service Now would be a plus.
Knowledge of Common Language, TRA, TruNumber Finder and the various customer roles involved with each product is preferred.

Responsibilities

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.
Understand 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.
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 the 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.
Utilize strong analytical skills.