Call Center Support Associate

As a Support Associate at our company, you will be the initial point of contact for the Contact Center, focusing on resolving issues promptly and ensuring a positive customer experience. Your role will demand exceptional communication skills, problem-solving capabilities, and a customer-centric approach. Key Responsibilities: - Respond to Contact Center inquiries through email, chat, phone, or ticketing systems with timeliness and professionalism. - Troubleshoot product or service concerns and provide Contact Center with step-by-step solutions. - Escalate intricate cases to the relevant internal teams and pursue resolutions. - Document and monitor support interactions using our tracker and Service Now. - Maintain a comprehensive understanding of our products, services, and common issues. - Assist in generating FAQs, knowledge base articles, and support documentation. - Recognize customer feedback trends and communicate insights to the product or development teams. Qualifications: - 3 years of experience in a support or customer-facing role. - Proficiency in written and verbal communication. - Familiarity with writing SQL queries, working with APIs, and analyzing application logs. - Capability to manage multiple tasks in a fast-paced environment. - Tech-savvy with experience in support platforms like Service Now. - Positive attitude and a dedication to assisting individuals. Additional Details: Our company values individuals with expertise in Azure app insight, KQL, troubleshooting front-end applications and apps, Azure Cloud knowledge, and the ability to debug code.,