Assistant - Technical Customer Service

TNS • Bridgewater, NJ

7d • Onsite

About The Position

The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. The Customer Service Representative will be responsible for Tier 1 and Tier 2 customer support for the Common Language Suite of Products. The candidate must obtain an in-depth understanding of Common Language Products Code Sets and functionality. This includes understanding 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. Responsibilities will include monitoring incoming customer calls and emails while meeting contractual SLA obligations. Managing trouble tickets from creation to closure. Documenting customer issues, researching a solution and providing a professional response in a timely manner. Maintaining an understanding of the system requirements and applicable User Guides. Obtaining knowledge of the TNS customer base, building relationships with our customers and understanding their expectations of TNS. The role will be responsible for identifying process improvements and implementing the methodologies that drive positive change. This position will require the ability to interact with all levels of the organization and possibly deliver presentations to the management team. The candidate must be comfortable operating independently in a fast paced environment and must have strong analytical skills. Knowledge of Common Language, TRA, TruNumber Finder and the various customer roles involved with each product is preferred. If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

Requirements

• Minimum 3 years of customer service experience.
• Excellent verbal and written communication skills.
• Excellent work ethic and customer focus.
• Initiative, critical thinking, and good follow-through.
• Strong organizational skills.
• Quick learner.
• Ability to multitask across various products.
• Comfortable operating independently in a fast-paced environment.
• Strong analytical skills.

Nice To Haves

• BA (preferred)
• Experience with Service Now
• Knowledge of Common Language, TRA, TruNumber Finder and the various customer roles involved with each product.
• Advanced PowerPoint and Excel skills.

Responsibilities

• Provide 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, and troubleshooting issues with new and existing orders.
• Understand 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 solutions, and provide professional responses in a timely manner.
• Maintain an understanding of system requirements and applicable User Guides.
• Gain knowledge of the TNS customer base, build relationships with customers, and understand their expectations.
• Identify process improvements and implement methodologies that drive positive change.
• Interact with all levels of the organization.
• Potentially deliver presentations to the management team.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree