ASSOCIATE

Provide effective technical support to clients, resolve issues, and escalate when needed. Field incoming queries via telephone and email, document user information and problem details, update availability in the system, track and record queries, follow standard processes to resolve client issues, and ensure SLA adherence. Access and utilize internal knowledge bases to aid troubleshooting, identify product details for better interaction, document call logs to spot trends, maintain self-help documentation, escalate red flags to Team Leader, and ensure all product information is disclosed to clients before and after requests. Deliver professional customer service by diagnosing and guiding users through step-by-step solutions, helping clients navigate product menus, and offering alternative solutions to retain business. Build operational capability, partake in product trainings, and collaborate with leaders to improve training themes. Maintain and update job knowledge through self-learning and networking.