Customer Support Associate

About the role

We are looking for a Customer Support Associate to provide effective technical assistance to our clients. You will handle inbound help requests via phone and email, ensuring issues are resolved quickly and in line with service level agreements.

Key responsibilities

• Field incoming client queries through telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve issues, escalating complex cases to the Team Leader when necessary.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Analyze call logs to identify recurring trends and suggest preventive actions.
• Provide product guidance, navigate clients through menus, and offer alternative solutions to retain business.
• Schedule callbacks, record feedback, and ensure compliance with contracts and SLAs.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to follow documented procedures and meet quality standards.
• Attention to detail for accurate logging and tracking of all interactions.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE tracking system or similar call‑handling software.
• Experience using internal knowledge bases and FAQ repositories.