Technical Support Associate

About the role

We are looking for a Technical Support Associate to deliver effective technical assistance to our clients, handling incoming help requests via phone and email while ensuring service level agreements are met.

Key responsibilities

• Manage client transactions and resolve issues directly or through timely escalation.
• Field incoming help requests courteously, documenting user information and problem details.
• Update personal availability in the RAVE system and record all queries, steps taken, and outcomes.
• Follow standard processes to meet SLA targets and maintain internal knowledge bases.
• Identify recurring issues, update self‑help documents, and flag serious problems to the Team Leader.
• Provide product guidance, troubleshoot client queries, and offer alternative solutions to retain business.
• Conduct scheduled callbacks to gather feedback and ensure contract compliance.

Required profile

• Strong communication skills with a courteous and professional demeanor.
• Ability to follow documented procedures and maintain accurate records.
• Attention to detail for tracking issues and updating knowledge resources.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system for availability and productivity tracking.
• Experience using tracking software to log calls and emails.
• Familiarity with internal knowledge‑base tools and self‑help documentation.