Software Support Associate

We are looking for a dedicated and technically inclined Software Support Associate to join our team. The ideal candidate will provide exceptional customer support, resolve technical issues efficiently, and contribute to improving our processes and systems. This role requires strong problem-solving skills, a customer-centric mindset, and the ability to adapt to new technologies.

As a Software Support Associate, you will be responsible for troubleshooting technical issues raised by clients via email, chat, and calls, using relevant FAQs, help articles, and internal knowledge bases. You will also analyze trends, identify recurring issues, and proactively suggest solutions to improve customer experience and operational efficiency.

Responsibilities:

• Develop a thorough understanding of the assigned processes and systems.
• Resolve technical issues raised in the CRM tool by leveraging relevant FAQs, help articles, and internal documentation.
• Analyze issues, identify root causes, and provide customer-centric solutions for system and process-related problems.
• Demonstrate effective, clear, and professional communication in both written and oral interactions.
• Deliver excellent customer service while maintaining process SLAs at all times.
• Escalate complex or unresolved issues and follow up until resolution.
• Accurately document customer issues and actions taken using ticketing software.
• Monitor trends and alert management based on ticket patterns and customer feedback.
• Adapt quickly to new technologies and tools to support ongoing process improvements.

Required Skills & Experience:

• 3+ years of experience in customer-facing roles (email, chat, and calls), preferably in a technical environment.
• Prior experience with Salesforce or other CRM platforms is preferred.
• Familiarity with Amazon Seller Central, EDI, APIs, XML, Flat Files, and communication protocols such as AS2, SFTP, HTTP is a plus.
• Ability to work in a 24/7 environment and manage shifting schedules.
• Must be ready to work from the office.
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent communication and interpersonal skills.

Candidate Information Form (https://surl.li/sqoebs)