Customer Service Advisor

The Customer Service Advisor acts as an advocate for Tungsten Automation Corporation’s Enterprise customers within the Global Support team as well as all other teams within the organization.

To achieve this goal, the Customer Service Advisor must:

• Customer Focus – Ensures a high level of knowledge within all aspects of the business to deliver superior guidance through engagement, follow-up, escalation, and resolution
• Cross-Team Coordination – Coordinates technical and non-technical resources across all teams for the customer’s benefit

• Instill the key values of customer service delivery at every level of Global Support Services:
  • Responsiveness, reliability, assurance, empathy, proficiency, professionalism
• Act as the customer’s primary point of contact for all customer needs
• Understand how products are utilized in specific industry sectors and business processes
• Maintain management awareness of high-impact customer issues status and communicate customer needs as appropriate for additional management attention
• Perform Annual Health check-ups to ensure continued growth and harmony within the accounts
• Handle all transitions from Professional Services to Support for new or existing customers
• Resolve licensing issues as they arise
• Attend monthly Reach & Development meetings to stay abreast of new and changing product improvements
• Attend monthly Support Management meetings
• Work with Global Support Services leadership to deliver special projects as required
• Mentor junior Customer Service Advisor colleagues  

• A minimum of 5 years’ experience in a Customer Service or Sales role, preferably for a support organization
• Exposure to technology, particularly as it relates to identifying customers’ business processes is preferred
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite including PowerPoint
• Motivated to help others
• S. / B.A. college degree preferred or equivalent work experience
• Fluent in multiple languages a plus