Customer Success Specialist

Job Title: Customer Success Specialist – Advantest America, Inc.
Location: Onsite/Hybrid in Austin, TX
Work Schedule: 10:00 AM to 7:00 PM, Monday through Friday

What Makes You a Great Match…

Do you enjoy solving problems and learning new technical skills? Advantest America, Inc. is looking for someone to join our Customer Success team in Austin, TX providing customer support to key clients in North, Central and South America. You will communicate with stakeholders in person; via phone; chat, and email. Our employees are self-motivated and have come to expect competent leadership from our managers and executives. Underlining our achievements in customer support, we have been ranked as one of the "10 BEST” suppliers in TechInsights’ Customer Satisfaction Survey. Additional attributes that will help you succeed in this role:

• You thrive in an environment that relies on teamwork, while supporting and nurturing your individual strengths as well.
• You are a natural at making others feel heard and excel at relationship building.
• You take the initiative in utilizing all available resources, while at the same time knowing when to consult with managers or peers to break down a difficult problem.
• You have strong critical thinking skills with the ability to easily adapt to shifting priorities and challenges.

What Advantest Offers You…

• Competitive hourly pay: $26/hour to $31/hour (pay rate varies based on how well your background and skills align with the position requirements)
• Annual bonus eligibility of up to 30% of your base pay (paid out twice per year)
• Medical/Dental/Vision insurance starting on DAY 1 of employment
• Four different Cigna medical plans to choose from
• Health Savings Account (HSA) *for eligible plans
• Flex Spending Account (FSA) – Health Care and Dependent Care
• Company Paid Life Insurance
• Employee Assistance Program
• Pet, Auto, Home Insurance (optional/buy up)
• 401(k) with 7% dollar for dollar company matching.
• Three weeks of PTO 20 paid holidays per year

What You Will Do…

• 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.
• Utilize internal ticketing system to effectively communicate issues or concerns.
• Regularly collaborate with internal resources.
• Follow documented procedures and best practices, while providing quality customer service to meet or exceed department standards.
• This position is for our 10am to 7pm shift and will require both in-person and remote support.

Skills & Experience You Bring…

• 3 years of working within a client support environment with exposure to investigative customer research and escalation processes.
• Intermediate experience with Microsoft Office 365 tools (including Outlook, Excel, Word, Teams, etc.).
• Possess excellent phone etiquette and the ability to communicate professionally with both verbal and written communication.
• Ability to multi-task, continually re-prioritize tasks, work without direct supervision to meet deadlines.
• Ability to learn new software applications quickly and effectively.

Who We Are…

With a legacy of success, innovation and customer acclaim, Advantest is the world's largest provider of automated test equipment (ATE) in the semiconductor industry. Advantest has always been on the cutting edge of progress with the world's best product and solution development capabilities. We have built strong partnerships globally with semiconductor companies including IDMs, fabless companies, foundries, and OSATs, as well as with universities and research institutions. Advantest has three business segments: Semiconductor and Component Test Systems; Mechatronics Test Systems, and Services and Support.

Job Type: Full-time

Pay: $26.00 - $31.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Profit sharing
• Yearly bonus

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Application Question(s):

• Are you able to work 10:00 AM to 7:00 PM, Monday through Friday?

Work Location: In person

Salary : $26 - $31