Job Description

What Makes You a Great Match

Do you enjoy cross-functional collaboration and learning new skills? Advantest America, Inc. is looking for an individual to join our customer success team in Austin, TX to provide customer support in a professional manner to key customers in North, Central and South America. The ideal candidate must have what it takes to intuitively solve problems, utilize available resources, know when to consult their team and will bring their thorough attention to detail when working with both internal and external customers.

• You possess a customer centric attitude.
• You are a self-starter and thrive in an environment that relies on teamwork, while supporting and nurturing your individual strengths as well.
• You have strong critical thinking skills with the ability to easily adapt to shifting priorities and challenges.
• You take the initiative in 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 client requests by phone and email by completing tasks such as the documentation of service requests, entering of part orders and communicating shipment details.
• Evaluate and process service and/or part replacement requests received in person, online, by phone and by email.
• Provide regular status updates and act as the point of escalation for urgent support requests, including 360-degree part order management with return follow-up.
• Provide price and availability of various spare parts or services with the generation of quotations and/or invoices according to the Support Delivery Guidelines and within the defined timeline.
• Act as liaison for communications with Sales, Logistics, Collections and other internal departments, as needed.
• Effectively communicate issues or concerns via internal ticketing systems.
• Collaborate cross-functionally, while exhibiting exceptional levels of professionalism for all interactions.
• Adhere to documented procedures and communicated best practices, while providing quality customer service to meet or exceed department standards.
• Ability to perform other job-related duties as assigned and meeting communicated deadlines.
• This position is for our 10am to 7pm shift and will require both in-person and remote support in Austin, TX.

Qualifications

Skills and Experience You Bring

• Minimum 4 years of working within an investigative customer success environment.
• Intermediate experience with the ability to demonstrate using Microsoft Office 365 tools (including Outlook, Excel, Teams, etc.).
• Must have basic PC troubleshooting skills.
• Able to type 40+ words per minute.
• Possess a polished phone presence and demonstrate superior verbal and written communication skills.
• Ability to multi-task, task switch effectively and work without direct supervision.
• Possess time-critical prioritization and soft skills.
• Ability to learn new software applications and can decipher procedural documentation.

Mental / Physical Requirements

• This position will be performed in an office setting and will require the candidate to sit or stand at a desk, communicate in person and by telephone and frequently operate standard office equipment, such as telephones and computers.
• Able to work a 10am to 7pm shift