Technical Support Associate – Call Center

About the role

The Technical Support Associate provides effective technical assistance to clients, handling incoming help requests via phone and 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 details, problem nature, and resolution steps in the RAVE system.
• Follow standard processes to resolve queries within SLA limits.
• Maintain and update internal knowledge bases, FAQs, 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.
• Track all interactions using the designated tracking software and schedule follow‑up callbacks.

Required profile

• Strong communication skills with a courteous, professional demeanor.
• Ability to diagnose problems quickly and follow documented procedures.
• Attention to detail for accurate logging and documentation.
• Willingness to continuously learn product features and updates.

Required skills

• Proficiency with the RAVE system or similar ticketing platforms.
• Experience using call‑center tracking software.