Technical Support Associate – Customer Service

About the role

The Technical Support Associate provides effective technical assistance to clients, handling inbound calls and emails while ensuring service level agreements (SLAs) are met. This role is central to maintaining high customer satisfaction and operational excellence within a call‑center environment.

Key responsibilities

• Field incoming help requests via telephone and email in a courteous manner.
• Document end‑user information, issue details, and resolution steps.
• Update personal availability in the RAVE system to support process productivity.
• Track, record, and resolve client queries according to defined SLAs.
• Maintain and use internal knowledge bases and FAQs for efficient problem solving.
• Identify recurring issues, analyze call logs, and suggest preventive actions.
• Escalate serious or unresolved issues to the Team Leader promptly.
• Provide product information and disclosures before and after interactions.
• Follow up with scheduled callbacks to gather feedback and ensure compliance.
• Participate in product trainings to stay current with features and updates.

Required profile

• Strong verbal and written communication skills.
• Ability to follow standard processes and document actions accurately.
• Customer‑focused mindset with a professional and courteous attitude.
• Capacity to work under pressure while meeting quality and SLA targets.
• Willingness to continuously learn product details and support procedures.

Required skills

• Proficiency with the RAVE system for availability management.
• Experience using tracking software to log calls and emails.
• Ability to navigate internal knowledge‑base tools.