Customer Support Coordinator

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.