Technical Support Associate – Customer Service

About the role

The Technical Support Associate provides effective assistance to clients by handling incoming help requests via phone or email, diagnosing issues, and ensuring resolutions within defined service level agreements. The role contributes to maintaining high customer satisfaction and operational excellence for the assigned process.

Key responsibilities

• Receive and log all client inquiries through telephone and email, capturing accurate user information.
• Diagnose and resolve technical or product‑related problems following standard procedures and knowledge‑base resources.
• Escalate complex or time‑critical issues to the Team Leader in accordance with SLA requirements.
• Document each interaction, including steps taken, outcomes, and any follow‑up actions, in the RAVE system.
• Maintain and update self‑help guides and FAQ content to improve first‑call resolution rates.
• Identify recurring trends from call logs and propose preventive measures.
• Conduct scheduled callbacks to gather feedback and verify issue closure.
• Participate in product training sessions to stay current with feature changes.

Required profile

• Strong verbal and written communication skills with a courteous, professional demeanor.
• Ability to follow detailed processes and maintain accurate records.
• Problem‑solving mindset and capacity to work under defined SLA pressures.
• Team player who collaborates with leaders to improve service quality.

Required skills

• Proficiency with the RAVE system or similar call‑center tracking tools.
• Experience using internal knowledge‑base platforms.
• Basic familiarity with product navigation and troubleshooting procedures.