Tier 1 and Tier 2 customer support for the Common Language Suite of Products.
Obtain 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.
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, building relationships with customers and understanding their expectations.
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 and showcase strong analytical skills.

BA (preferred)
Minimum 3 years of customer service experience is desired.
Experience with Service Now would be a plus.
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.

Technical Customer Service Assistant

Key skills