Operations Processing Senior Associate

As the first point of contact, you will be responsible for answering phone calls, emails, and other communication channels to provide excellent customer support. You will troubleshoot basic software and network issues, escalating more complex problems to the next level of support when necessary. Logging call activity and maintaining accurate records of events and updates on tickets will be part of your documentation duties. Your primary focus will be on delivering high-quality customer service by providing accurate information and ensuring customer satisfaction. User account management tasks, such as creating accounts, assigning permissions, and resetting passwords, will also be within your scope. Additionally, you will be responsible for incident management, keeping customers informed about the status of their incidents or service requests. Collaboration will be key in this role as you work closely with internal L2/L3 teams and client teams to effectively resolve customer issues. In addition to the regular requirements, you should possess strong analytical and decision-making skills. A good understanding of MS Office, ticketing processes, and knowing when to escalate tickets to supervisors and other groups are essential. This role will require you to be adaptable to a 24 x 7 work environment with rotational shifts and roster offs. Your dedication to providing exceptional customer support and your proactive approach to problem-solving will be crucial for success in this position.,