Customer Support Associate

About the role

The Customer Support Associate provides effective technical assistance to clients, handling incoming help requests via phone or email. The role ensures issues are resolved promptly or escalated according to service level agreements, contributing to high customer satisfaction.

Key responsibilities

• Field all incoming client help requests courteously through telephone and email.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases and self‑help documents.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader.
• Provide product guidance, navigate clients through menus, and offer alternative solutions when appropriate.
• Record all interactions and track performance metrics using designated tracking software.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail and capability to identify red‑flag situations.
• Willingness to participate in product training and continuous learning.

Required skills

• Proficiency with the RAVE system or similar call‑center tracking tools.

What we offer

• Opportunities for skill development through product‑specific training.
• Collaborative environment with regular feedback and coaching.