Customer Support Associate – Technical Assistance

About the role

The Customer Support Associate provides effective technical assistance to clients, handling inbound calls and emails while ensuring issues are resolved within defined service level agreements. The role focuses on delivering courteous, professional service and maintaining accurate records of all interactions.

Key responsibilities

• Field incoming help requests via telephone and email, documenting client details and issue nature.
• Manage transactions and follow standard processes to meet quality standards and SLAs.
• Record, track, and document queries, problem‑solving steps, and resolution outcomes.
• Access and maintain internal knowledge bases and FAQs to support efficient problem resolution.
• Identify trends from call logs, update self‑help documents, and flag serious issues for escalation.
• Provide product information, guide users through step‑by‑step solutions, and offer alternative options when appropriate.
• Schedule callbacks, gather feedback, and ensure compliance with contractual obligations.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to follow documented procedures and meet performance targets.
• Attention to detail for accurate logging and documentation.
• Willingness to participate in product training and continuous learning.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using knowledge‑base tools and FAQ resources.

What we offer

• Opportunities for ongoing product training and skill development.
• Collaborative environment with team‑leader support.