Call Center Associate

Key Responsibilities

• Act as the first line of support for customer issues and service requests.

• Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.• Accurately document all incidents and actions taken in the ticketing system.

• Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).

• Follow scripted resolutions and standard operating procedures from the Knowledge Base.

• Resolve customer issues within defined SLAs (Service Level Agreements).

• Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.

• Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.

• Participate in regular training sessions to stay updated on processes, tools, and technologies.

• Maintain confidentiality and comply with company data protection and security policies.