Associate, 1st Line Customer Support

Department: Professional Services

Location: India, Bangalore

Description

The Associate for 1st Line Customer Support delivers front line support to customers through phone and support portal. The role resolves general issues, follows established procedures, and escalates more complex problems to senior colleagues. The Associate works under close supervision and helps meet daily support objectives by providing accurate information and timely responses.

Responsibilities

• Respond to customer inquiries through phone and support portal.
• Research and diagnose general issues using documented procedures.
• Resolve straightforward problems and escalate more complex issues.
• Record all interactions accurately in the ticketing system.
• Follow established workflows and operational guidelines.
• Describe technical and functional procedures to customers and colleagues.
• Make minor approved adjustments to improve issue resolution.
• Communicate with internal contacts and customers to exchange information.
• Analyze basic issues and determine appropriate next steps.
• Support the team in achieving daily service targets.
  
  

Skills, Knowledge & Expertise

• Experience in customer service or technical support is helpful.
• Basic understanding of support processes and tools.
• Ability to follow structured procedures.
• Strong communication and listening skills.
• Ability to analyze general issues and apply problem solving within set boundaries.