Customer Service Associate (Technical)

Job Summary

The Customer Service Associate leads the operational implementation and maintenance of future customer service systems and CRM software, drives internal and external reporting, and manages core client support inquiries.

Key Responsibilities

• Systems Development & CRM Implementation Lead

  • Act as the primary CS user representative during the evaluation, selection, and rollout of a new CRM or ticketing platform.

  • Map current customer support workflows, data requirements, and functional specifications for system setup.

  • Coordinate vendor demos, system testing, and User Acceptance Testing (UAT) prior to deployment.

  • Train team members on new CRM tools and establish standard operating procedures for data entry and ticket management.

• Operations & Reporting

  • Prepare and generate regular internal operational reports on inquiry volumes, response times, and system performance.

  • Prepare external reports for management, client updates, regulatory submissions, or third-party stakeholders as required.

  • Track and follow up on client inquiries escalated to internal operational teams.

  • Identify system bottlenecks and operational gaps to inform future software requirements.

• Customer Support

  • Respond to client inquiries and issues via email, chat, phone, and ticketing platforms.

  • Resolve escalated client issues and log interaction details in existing support channels.

  • Update FAQs, knowledge bases, and standard response templates.

• Client Onboarding & Maintenance Support

  • Assist with basic review and routing of incoming client account verification documents.

  • Provide entry-level support for online portal navigation inquiries.

  • Support basic client record updates and maintain interim logs to ensure data integrity for future CRM migration.

Qualifications

• Experience: 2 years of experience in customer service, technical support, or operations.

• Systems & AI Proficiency: Practical understanding of customer service software, ticketing systems, and AI-assisted support tools or workflow automation.

• Communication Skills: Articulate speaker with strong written communication, active listening, and conflict resolution capabilities.

• Competencies: Process mapping, structured problem-solving, high attention to detail, and project coordination.

• Education: Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field.