Associate – Technical Support

About the role

The Associate provides effective technical support to clients, handling incoming help requests via phone or email. The role focuses on resolving issues promptly while meeting service level agreements and maintaining high-quality documentation.

Key responsibilities

• Field all incoming client help requests courteously via telephone and email.
• Document end‑user information, problem details, and resolution steps.
• Update personal availability in the RAVE system to ensure process productivity.
• Record, track, and log all queries, including successful and unsuccessful resolutions.
• Follow standard procedures to resolve client queries within SLA limits.
• Maintain and update internal knowledge bases, FAQs, and self‑help documents.
• Identify recurring issues from 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.
• Conduct scheduled callbacks to gather feedback and ensure SLA compliance.

Required profile

• Strong customer‑service orientation with a courteous communication style.
• Ability to follow documented processes and maintain accurate records.
• Attention to detail for logging and tracking client interactions.
• Willingness to participate in product trainings and continuous learning.

Required skills

• Proficiency with the RAVE system and designated tracking software.
• Ability to use internal knowledge bases and FAQ resources.

What we offer

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