Customer Care Associate

About Ascential Care

Ascential Care is the dedicated service and support division of Ascential Technologies, focused on delivering exceptional customer experiences for our global industrial solutions. We ensure rapid, professional engagement and seamless escalation to technical experts, empowering customers to maintain operational continuity and confidence in our products.

Role Overview

We are seeking a proactive and technically-minded Customer Care Associate (CCA) to serve as the first human touchpoint for Ascential Care service requests. The CCA’s core mission is to deliver a courteous, professional first response within 2 business hours of ticket submission and perform high-fidelity triage that quickly connects the customer with the most qualified technical expert for resolution. This role is pivotal in ensuring customer satisfaction through speed, professionalism, and technical accuracy.

Key Responsibilities

• Case Intake & Handling
• Monitor and manage the Salesforce service ticket Case Creation Queue daily to ensure timely triage.
• Review automated Case entries in Salesforce for completeness and accuracy.
• Manually create Case files when customers contact via phone or direct email, ensuring all mandatory fields and contextual details are captured.
• Execute a scripted, friendly, and professional first contact within 2 business hours of ticket submission
• Confirm understanding, set expectations, and gather necessary information from the customer.
• Routing & Coordination
• Push Cases with complete context, required attachments, and problem summary to the product line Service Manager or designated technical owner.
• Coordinate across regions and product lines to ensure rapid connection to the right technical resource, regardless of product or brand.
• Keep customers informed of next steps, leveraging global coverage while maintaining service quality.
• Service Quality & KPI Ownership
• Monitor and report on all relevant KPIs to assess customer satisfaction and service performance.
• Ensure proper escalation when Service Level Agreement (SLA) compliance is at risk.
• Process Adherence & Continuous Improvement
• Complete all role-specific training and strictly follow standard processes and scripts.
• Contribute feedback to improve workflows and support continuous improvement.
  
  

Qualifications

Required

• Experience in technical customer support, service desk, or call center environments supporting complex industrial or engineering products.
• Proficiency with Salesforce Service Cloud or similar CRM/case management tools.
• Strong written and spoken English and Spanish; additional languages (e.g., German, Italian, Portuguese, French, Turkish, Mandarin) are a plus.
• Excellent information gathering skills and ability to translate customer symptoms into actionable case data.
• Demonstrated discipline in process adherence and SLA accountability.
  
  

Preferred

• Exposure to aerospace test systems or adjacent industrial automation domains.
• Familiarity with service KPIs and reporting tools (Excel/BI platforms).
• Experience coordinating across regional time zones and multi-party escalations.
  
  

How We’ll Measure Success (KPIs)

• SLA Attainment for 2-hour First Response.
• Case Intake Quality (completeness and accuracy).
• Hand-off Completeness: The quality of the transfer from CCA to Service Manager or technical owner, including all mandatory data, problem summary, attachments, and context notes. Missing elements increase resolution time and impact customer satisfaction.
• CSAT from feedback surveys on service interactions.
  
  

Why Join Us?

Be part of a mission-driven team shaping the future of industrial customer service. In our world, customer satisfaction depends on speed to the right expert and a consistently professional experience. The CCA ensures both—fast, human, high-quality triage that accelerates technical resolution and elevates the overall Ascential Care experience.