Customer Support Associate

About the role

The Customer Support Associate provides technical assistance to clients, handling incoming help requests via phone and email. The role focuses on resolving issues promptly, meeting service level agreements, and ensuring a high level of customer satisfaction.

Key responsibilities

• Receive and log all client inquiries, documenting user details and problem descriptions.
• Diagnose and troubleshoot technical issues, guiding users through step‑by‑step solutions.
• Escalate complex cases to the Team Leader when required to meet SLA targets.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Track and analyze call logs to identify recurring trends and suggest preventive measures.
• Follow up with customers for feedback and ensure compliance with contractual obligations.
• Participate in product training sessions to stay current on features and updates.

Required profile

• Strong communication skills with a courteous and professional phone demeanor.
• Ability to work under pressure while maintaining accuracy and quality.
• Detail‑oriented with good documentation habits.
• Proactive attitude toward learning product details and processes.

Required skills

• Experience using the RAVE system for availability and productivity tracking.
• Familiarity with call‑handling and tracking software.