What Makes You a Great Match
Do you enjoy cross-functional collaboration and learning new technical skills? Advantest America, Inc. is looking for someone to join our Customer Support team in Austin, TX coordinating projects for key clients in North, Central and South America. You will communicate with stakeholders in person, via phone, chat and email. 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.
- You are a self-starter and thrive in an environment that relies on teamwork, while supporting and nurturing your individual strengths.
- You have strong critical thinking skills with the ability to easily adapt to shifting priorities and challenges.
- You take initiative while utilizing all available resources, while at the same time knowing when to consult with managers or peers to break down a difficult problem.
A Typical Day Might Include
- Coordinate and plan regional installation support to include managing requirements and content gathering for client purchased hardware or services; implement solutions by monitoring project progress; tracking action items and escalating issues to the appropriate authority.
- Implement project plans by managing resource task assignments to meet goals while considering technical and client requirements.
- Support client requests by phone and email by completing tasks such as the documentation of service requests, entering of part orders and communicating shipment details.
- Lead or support quote to cash activities to include quotation proposals, coordinate third party vendor services and deal management.
- Track and document project deliverables and correspondence to ensure compliance with client expectations.
- Act as the point of contact for internal stakeholders, ensuring clear and consistent communication.
- Prepare and present written or oral reports and other presentations to internal and external audiences.
- Make timely decisions with the best available information and using appropriate decision-making processes.
- Identify potential issues or process improvements and work with internal teams to didscuss and implement solutions.
- Continuously improve product and process knowledge using our self-help and training resources.
- Support change management activities including developing training material and user guides.
Skills and Experience You Bring:
- 4 + years of relevant experience in account management/B2B customer support
- Intermediate experience with Microsoft Office 365 tools (including Outlook, Excel, Word, PowerPoint, etc.).
- Possess excellent phone etiquette and the ability to communicate professionally with both verbal and written communication.
- Ability to handle multiple tasks and work without direct supervision to meet deadlines.
- Ability to learn new software applications quickly and effectively.
Mental / Physical Requirements
- Able to work in an office setting; weekdays from 9am to 6pm or 10am to 7pm
- Ability to work overtime, as needed (less than 10%)
Skills Required
- Minimum 4 years of experience in customer success
- Intermediate experience with Microsoft Office 365
- Basic PC troubleshooting skills
- Ability to type 40+ words per minute
- Superior verbal and written communication skills
What We Do
For over a half-century, Advantest has been designing innovative electronic measuring equipment and semiconductor test systems essential to the development and manufacture of advanced computer and telecommunications products. On April 1, 2012, Advantest completed its integration of Verigy Ltd. Additional Information about Advantest can be found at www.advantest.com.
