Customer Solutions Spec III

Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car, and device that uses artificial intelligence. This is a critical time for the semiconductor industry and for UCT - as technology evolves, we evolve with it. UCT is a diverse workplace where every talented employee is committed to continuous innovation, challenging the status quo and exceeding customer expectations. If you are a person with a relentless drive to succeed, a strong focus on quality with a passion for success - join us today! UCT is looking for a talented Customer Solutions Specialist III to join us in Austin, TX! The Customer Solutions Specialist III provides advanced customer support and acts as a senior resource for resolving complex inquiries, service issues, and escalations. This role analyzes customer needs, delivers tailored solutions, and supports process improvements that enhance service quality and efficiency. The Specialist III collaborates with cross-functional teams, mentors’ junior staff, and helps ensure an exceptional customer experience across all interactions., * Serve as an escalation point for complex customer cases, coordinating resolution across internal teams.

• Analyze customer issues, identify root causes, and recommend solutions that improve service delivery.
• Provide advanced product, service, and system support to customers through multiple communication channels.
• Develop and maintain strong customer relationships, ensuring high levels of satisfaction and retention.
• Document interactions, resolutions, and trends; provide insights for continuous improvement.
• Assist in creating and updating knowledgebase content, SOPs, and process documentation.
• Support customer onboarding, training, or troubleshooting sessions as needed.
• Collaborate with sales, operations, and technical teams to address cross-functional service needs.
• Participate in projects aimed at improving workflows, service tools, customer experience, and team efficiency.
• Mentor and provide guidance to junior Customer Solutions Specialists.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Knowledge, Skills and Abilities

• 4-6 years of customer service, customer solutions, or technical support experience.
• Strong problem-solving and analytical skills with the ability to manage complex cases.
• Excellent communication skills, both written and verbal, with the ability to handle difficult situations professionally.
• Proficiency with CRM systems, case management tools, and standard office productivity software.
• Demonstrated ability to work independently, prioritize, and manage time effectively.

• Preferred Qualifications

• Experience in a technical, product-focused, or B2B service environment.
• Familiarity with data analysis or reporting tools used to identify trends and customer insights.
• Background supporting escalations, account management functions, or customer success initiatives.
• Experience contributing to process improvements or knowledgebase content.

Educational/Certification Requirement:

• Minimum Qualifications

• High school diploma or equivalent.

• Preferred Qualifications

• Associate or bachelor’s degree in Business, Communications, Customer Experience, or a related field.
• Certifications in customer service, customer experience, or industry-specific programs (e.g., HDI, CX certifications).

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