Customer Support Associate (24/7 Operations | US Shift)
We're looking for a Customer Support Associate to handle inbound queries via chat, phone, and email in a fast-paced, SLA-driven environment.
Key Responsibilities:
- Manage customer inquiries with strong problem-solving and communication skills
- Troubleshoot account, access, and licensing issues; collaborate with L2 teams for resolution
- Ensure minimal backlog and deliver high first-contact resolution
- Provide accurate product information, features, and technical guidance
- Maintain and contribute to knowledge base (SOPs, policies)
- Coordinate with internal teams and take ownership of issue resolution
What We're Looking For:
- 1–2+ years in customer support / call center environment
- Strong verbal & written communication skills
- Basic technical troubleshooting ability
- Experience with tools like Salesforce/SAP (preferred)
- Flexibility to work in US shifts (24/7 environment)
- Graduate or equivalent qualification
Nice to Have:
- Exposure to Citrix or similar certifications
- Multilingual skills (Spanish, Portuguese, French, German, Mandarin)
