Position: Client Engagement Specialist
Location: Austin, TX
Pay: $57,800.00 - $59,500.00 per year
Introduction:
Do you enjoy working in an evolving, collegial, and investigative work environment? Do you love learning new things? JAD Group, Inc. is looking for an individual to join a customer success team in Austin, TX, to provide customer support efficiently, accurately, and professionally to key customers in North, Central, and South America. The position is full-time with JAD Group, which is subcontracted to our customer. The ideal candidate must have what it takes to intuitively solve problems, project manage multiple ongoing cases, utilize available resources, know when to consult their team and bring thorough attention to detail when working with both internal and external customers.
Responsibilities:
• Receive and process service requests 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 consistent 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 and 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 meet communicated deadlines.
• This position is for our 10 am to 7 pm shift and will require both in-person and remote support.
Education:
• HS Diploma, Some College, or College Degree is Preferred.
Required Skills:
• Minimum four years of working within an investigative customer success environment.
• Demonstrates strong Project Management capabilities and experience
• 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.
• Possesses time-critical prioritization and interpersonal skills.
• Ability to learn new software applications and can effectively decipher and comprehend procedural documentation.
• 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 10 am to 7 pm shift
Desired (Optional ) Skills and Experience:
• Semiconductor industry experience.
Benefits:
• Health insurance
• Optional Vision/Dental
• Paid time off
• Retirement plan/$401k
Schedule:
• Monday to Friday (10:00 am to 7:00 pm)
License/Certification:
• Driver's License (Required)
Ability to Relocate:
• Austin, TX: Relocate before starting work (Required)
Willingness to travel:
• 10%
Work Location:
• Hybrid: 3 Office Days/ 2 Home Days
Why Join Us:
At JAD Group, we offer a dynamic and collaborative work environment where your skills and expertise will be valued. You will have the opportunity to work with cutting-edge semiconductor technology and make a meaningful impact in the semiconductor industry. We provide a competitive compensation and benefits package, professional development, and advancement opportunities. Join us in shaping the future of semiconductor solutions!
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