Customer Support Associate

Job description

Key Responsibilities:
• Customer Interaction: Engage with customers through various channels (phone, email, chat)
to understand their concerns and provide timely assistance.
• Issue Resolution: Troubleshoot and resolve basic technical issues or guide customers through the
necessary steps to solve their problems.
• Escalation Management: Identify and escalate more complex issues to the appropriate support
level, ensuring a seamless customer experience.
• Documentation: Accurately document customer interactions, issues, and resolutions in the CRM
system to maintain comprehensive support records.
• Feedback Loop: Provide feedback to the product and development teams regarding common
customer issues or suggestions for product improvements.
• Knowledge Sharing: Contribute to the internal knowledge base by creating and updating support
articles, FAQs, and other customer-facing documentation.
• Quality Assurance: Ensure high standards of customer service by adhering to company policies,
procedures, and best practices.
• Continuous Improvement: Participate in ongoing training to stay up-to-date with product
knowledge, company updates, and industry best practices.
Required Skills and Qualifications:
• Graduate in any discipline.
• 1-2 years of experience in customer support, preferably in a technical or software environment.
• Excellent verbal and written communication skills.
• Comfortable using customer support software, and troubleshooting basic technical issues.
• Strong attention to detail.