Help Desk / Service Desk / Customer Success Specialist / Call Support
Job Overview
Role :: Customer Success Guide
Location :: Milford, OH
Type :: Fulltime
Job Description
The project is ok to have candidates without CSA and ITIL certification too as they will be trained in the first 1 month.
Must Have Technical/Functional Skills
- Certified System Administrator (CSA)
- ITIL® Foundation Certification
- Customer Success, IT service management, or SaaS related certifications are an advantage
Roles & Responsibilities
- Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
- Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
- Deliver a professional, empathetic, and consistent experience across all customer interactions.
- Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
- Identify opportunities to improve customer satisfaction, retention, and product usage.
- Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
- Participate in consultative conversations aligned to customer goals and outcomes.
- Accurately document all customer interactions and actions in the case management system.
- Ensure follow ups and case closures are completed within defined service level timelines.
- Adhere to quality standards, security requirements, and operational processes.
- Strong customer centric mindset with high ownership
- Excellent verbal and written communication skills
- Ability to simplify technical information for non-technical audiences
- Structured problem solving and analytical thinking
- Empathy, professionalism, and resilience in high volume environments
- Attention to detail and process discipline
- English: CEFR B2 or higher (mandatory); C1 preferred
Pay: From $48,399.23 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Relocation assistance
- Vision insurance
Work Location: In person
