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Customer Service
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Customer Support

Stanley David and AssociatesMilford, OH🇺🇸United StatesPosted 2 Sept 2026

Why This Role Stands Out

This hybrid role offers excellent opportunities to develop your IT service management and customer success expertise within a reputable firm, where you'll be empowered to directly impact client satisfaction and retention. If you excel at problem-solving, possess strong communication skills, and thrive in a supportive team environment, you'll find this position incredibly rewarding. Apply today to join a company that values its employees and provides a flexible work arrangement.

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
Milford, OH, United States
Posted
Yesterday
Customer Success

Job Description

Job Description
Must Have Technical/Functional Skills
• Certified System Administrator (CSA) (Optional)
• ITIL® Foundation Certification
• Customer Success, IT service management, or SaaS related certifications are an advantage
Roles & Responsibilities
Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
Deliver a professional, empathetic, and consistent experience across all customer interactions.
Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
Identify opportunities to improve customer satisfaction, retention, and product usage.
Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
Participate in consultative conversations aligned to customer goals and outcomes.
Accurately document all customer interactions and actions in the case management system.
Ensure follow ups and case closures are completed within defined service level timelines.
Adhere to quality standards, security requirements, and operational processes.
Strong customer centric mindset with high ownership
Excellent verbal and written communication skills
Ability to simplify technical information for non technical audiences
Structured problem solving and analytical thinking
Empathy, professionalism, and resilience in high volume environments
Attention to detail and process discipline
English: CEFR B2 or higher (mandatory); C1 preferred

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