Customer Support Coordinator

Job Description

Introduction

Do you enjoy working in an evolving, collegial and investigative work environment? Do you love learning new things? Advantest America, Inc. is looking for an individual to join our customer success team in Austin, TX to provide customer support in an efficient, accurate and 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.

Who You Are

• Possess a customer centric attitude.
• Are a self-starter and self-motivator with the ability to work independently within a team.
• Have punctual and consistent attendance.
• Have strong problem solving and critical thinking skills with the ability to easily adapt to shifting priorities and challenges.

Job Description

• Process service requests received in person, online, by phone and by email.
• Evaluate the nature of each support request to determine and apply the appropriate action to resolve the concern.
• Provide regular status updates and act as escalation for urgent support requests.
• 360-degree part order management with return follow-up.
• Act as liaison for communications with Sales, Logistics, Collections and other internal departments, as needed.
• 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.
• Effectively communicate issues or concerns via internal ticketing systems.
• Utilize collaboration tools across multiple teams, while displaying 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.

Requirements

Requirements:

• 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, Word, PowerPoint, 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, continually re-prioritize tasks, work without direct supervision and under various constraints.
• Possess time-critical prioritization and interpersonal skills.
• Ability to learn new software applications and can effectively decipher and comprehend procedural documentation.

Mental / Physical Requirements

• This position will be performed in an office setting. The position 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

State of California Development (EDD):

- https://www.ecfr.gov/current/title-41/subtitle-B/chapter-60/part-60-300#p-60-300.5(a)

- § 60-300.5(a)(2)(3)(4) Equal opportunity clause. Details the job posting requirements.

- § 60-300.5(a)(6) Equal opportunity clause. All employment openings includes all positions except executive and senior management, those positions that will be filled from within the contractor's organization, and positions lasting three days or less. This term includes full-time employment, temporary employment of more than three days' duration, and part-time employment.

CCPA Notice for California Residents:

Notice for California Residents: We collect personal information (PI) from you in connection with your application for employment with Advantest America, Inc., including some or all of the following categories of PI: identifiers and personal records (e.g., name, phone number, email address, employment history); commercial information (e.g., if we reimburse you for travel or other expenses during the application process); sensory information (e.g., recorded virtual interviews); professional or employment information (e.g., information provided in your resume and application, such as employment history); non-public education records (e.g., educational institution transcripts and records); and inferences drawn from the above categories of PI. We collect your PI for our purposes, including performing operations related to your potential employment. To view the Advantest Privacy Policy, visit https://www.advantest.com/privacy-policy.html. For additional details or if you have questions, contact us at [email protected].

In providing a safe and healthy workplace for all of our employees, Advantest America, Inc., and its subsidiaries, ("Advantest"), new employment job offers are contingent upon the applicant's provision of a copy of their COVID-19 vaccination document to Advantest America Inc. Human Resources prior to their scheduled start date, subject to any written request for medical or religious accommodations.

Advantest is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Advantest to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

The Advantest Way - Diversity, Equity, Inclusion and Belonging

At Advantest, diversity, equity and inclusion are at the core of who we are. We are continuing to build a culture where everyone feels a sense of belonging through our DE I programs initiatives. We strive to have a diverse, equitable and inclusive workplace to enable us to attract and retain candidates that feel a sense of purpose and empowerment. Our commitment to DE I is unwavering and we are steadfast in our mission to continuously foster an environment of respect, trust and transparency. We value diversity and inclusion and believe employees of all backgrounds contribute to our ongoing success. At Advantest, we celebrate and support the needs of our employees regardless of race, color, ethnicity, national origin, religion, age, disability, gender (including gender expression and gender identity), sex and sexual orientation. DE I at Advantest is more than words to us, they are the Advantest Way.