Associate – Technical Support

About the role

We are looking for a proactive Associate to provide technical support to our clients, handling inbound calls and emails, resolving issues promptly and ensuring service level agreements are met. The role involves troubleshooting product queries, documenting interactions, and escalating complex cases to the team leader.

Key responsibilities

• Manage incoming client help requests via phone and email, recording all relevant details in the RAVE system.
• Diagnose and resolve product‑related issues, guiding users through step‑by‑step solutions while adhering to SLA targets.
• Maintain and update internal knowledge bases, FAQs and self‑help documents to improve resolution efficiency.
• Track and log all interactions, including successful and unsuccessful resolutions, and follow standard escalation procedures for unresolved cases.
• Identify recurring trends from call logs and propose preventive measures.
• Provide accurate product information and disclosures before and after each interaction.
• Conduct follow‑up calls to gather feedback and ensure compliance with contractual obligations.
• Participate in product training sessions and collaborate with team leaders to improve service quality.

Required profile

• Strong communication skills with a courteous and professional phone and email etiquette.
• Ability to work under pressure while meeting defined quality and productivity standards.
• Attention to detail for accurate documentation and data entry.
• Proactive attitude toward learning product features and troubleshooting techniques.

Required skills

• Experience using ticketing or tracking systems (e.g., RAVE or similar).
• Basic knowledge of product support processes and SLA management.

What we offer

• Opportunity to develop expertise in technical support and customer service.
• Continuous training on product updates and support best practices.
• Collaborative team environment focused on operational excellence.