Technical Support Associate – Client Services

About the role

The Technical Support Associate provides effective technical assistance to clients, handling incoming help requests via phone and email while ensuring service level agreements are met. The role focuses on accurate documentation, timely resolution, and continuous improvement of support processes.

Key responsibilities

• Field all incoming client help requests through telephone and email in a courteous manner.
• Document end‑user information, problem details, and resolution steps in the RAVE system.
• Manage transaction processing and maintain required quality standards.
• Track, record, and follow up on all queries, adhering to SLA timelines.
• Access and update internal knowledge bases and FAQs to aid problem resolution.
• Identify recurring issues from call logs and contribute to self‑help documentation.
• Escalate red‑flag situations to the Team Leader when necessary.
• Provide product information and disclosures before and after interactions.
• Participate in product trainings and share learning with the team.

Required profile

• Strong verbal and written communication skills.
• Detail‑oriented with the ability to follow standard procedures.
• Customer‑focused attitude and ability to work under SLA pressure.
• Willingness to continuously learn product details and support tools.
• Ability to identify and escalate critical issues promptly.

Required skills

• Proficiency with the RAVE system.
• Experience using call‑center tracking software.
• Familiarity with knowledge‑base management tools.
• Effective telephone and email handling.