Customer Support Associate

Duties / Responsibilities

• Serve as the primary handler of inbound customer calls, addressing transactional support requests promptly, professionally, and accurately.
• Manage routine, high-volume customer inquiries including account updates, order status checks, billing questions, and general information requests, ensuring quick resolution or appropriate escalation.
• Aid the support team by managing follow-up communications with customers on open cases, ensuring timely updates and closure of outstanding requests.
• Document all customer interactions, call notes, and follow-up activities in the appropriate systems to ensure consistent and complete case histories.
• Maintain accurate records and support queue management by monitoring and assisting in managing support queues and ticket workflows, helping the team maintain response time targets and reduce backlog.
• Escalate issues that require advanced support or specialized knowledge to the appropriate team member or department.
• Adhere to service standards by following established protocols, scripts, and quality guidelines to deliver a consistent and positive customer experience on every interaction.
• Collaborate with the support team, including Customer Service Representatives and team leads, to coordinate workload, share information, and ensure seamless customer handoffs.
• Utilize technology tools such as Salesforce, PC and Mac operating systems, and Microsoft Office 365 Applications to manage cases and communications efficiently.
• Stay informed about company products, services, policies, and procedures to accurately support customer needs.
• Provide feedback to management on observations and insights to help identify process gaps and opportunities to improve support workflows.
• Perform additional tasks as assigned to support the overall objectives of the Customer Operations Department.