Call Center Associate

Key Responsibilities \n\u2022 Act as the first line of support for customer issues and service requests. \n\u2022 Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication. \n\u2022 Accurately document all incidents and actions taken in the ticketing system. \n\u2022 Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi). \n\u2022 Follow scripted resolutions and standard operating procedures from the Knowledge Base. \n\u2022 Resolve customer issues within defined SLAs (Service Level Agreements). \n\u2022 Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation. \n\u2022 Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service. \n\u2022 Participate in regular training sessions to stay updated on processes, tools, and technologies. \n\u2022 Maintain confidentiality and comply with company data protection and security policies. \n---\n