Customer Service Associate

Key Responsibilities:

As a Customer Service Associate, your mission will be to provide value to clients in a collaborative team environment. You will play a key role in customer interaction, troubleshooting, and ensuring smooth project execution. Specific responsibilities include:

• Assisting with collecting customer requests and data
• Attending customer phone calls and handling application requests
• Responding to user emails, web support requests, and escalating to technical engineers as necessary
• Conducting basic troubleshooting using questionnaires to determine the level of support needed
• Creating and managing support tickets for Level 1 support issues
• Providing product information to clients
• Working directly with clients and the Project Lead to ensure deliverables are within scope and budget
• Making recommendations for new processes and procedures to improve efficiency
• Analyzing and documenting training materials for new hires

Key Competencies / Skills:

• Proven experience in customer service and relationship building
• Ability to analyze and interpret data with attention to detail
• Eagerness to learn new technologies and apply them effectively
• Proficiency in both written and verbal English for communication with internal and external clients
• Dynamic, emotionally intelligent, and capable of prioritizing and organizing work effectively
• Strong planning and organizational skills

Required Qualifications & Experience:

• Bachelor’s degree in IT or a business-related
• Proficiency in Microsoft Office Suite products (Word, Excel)
• Ability to develop project plans and deliverables on time
• Applicable IT skills, including troubleshooting and support ticket management