Associate – Technical Support Representative

About the role

We are looking for an Associate to provide technical support to clients, handling inbound calls and emails, and ensuring issues are resolved within SLA commitments. The role involves documenting client interactions, using internal knowledge bases, and escalating complex cases when needed.

Key responsibilities

• Answer incoming client help requests via telephone and email in a courteous manner.
• Record, track, and document all queries, troubleshooting steps, and resolutions in the RAVE system.
• Follow standard processes to resolve issues within defined SLA timeframes.
• Maintain and update self‑help documents and FAQs to improve resolution speed.
• Identify recurring trends from call logs and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product guidance, navigate clients through menus, and ensure all required disclosures are communicated.
• Conduct scheduled callbacks to gather feedback and verify compliance with contracts.

Required profile

• Strong communication skills with a professional and courteous phone manner.
• Ability to document detailed client information accurately.
• Attention to detail and ability to follow established procedures.
• Willingness to learn product details and internal tools.

Required skills

• Proficiency with the RAVE tracking system.