Join our dynamic Customer team as an Associate Analyst, contributing to functional excellence and driving innovation. This role focuses on providing exceptional technical support and enhancing customer experience within our fast-paced environment. You will be instrumental in resolving customer inquiries and ensuring smooth operations.

Proactively handle inbound customer inquiries via calls, chat, and email, aiming for prompt response times. Gather comprehensive issue details, including platform and steps taken, to effectively diagnose problems. Apply documented troubleshooting scripts and leverage knowledge base articles to identify root causes. Resolve issues using existing fixes or workarounds, and confirm customer satisfaction before closing cases. Escalate complex problems to Tier 2/3 support with detailed, high-quality tickets. Consistently meet or exceed SLA targets for response, resolution, and customer satisfaction, while adhering to all handling best practices and compliance guidelines.

A minimum of 5 years of experience in technical support or help desk functions is essential. Proficiency in Salesforce or demonstrable experience with SaaS/cloud-based applications is required. Excellent spoken English and Hindi, coupled with strong active listening and empathy skills, are crucial for explaining technical concepts to non-technical users. Familiarity with Windows, Word, Excel, and communication tools like Teams and Zoom is necessary. Candidates must possess strong written communication skills for clear ticket documentation and exhibit a willingness to rapidly learn new features and adapt to evolving procedures.