Associate

This Associate role is a frontline customer support position responsible for fielding incoming client requests via phone and email, diagnosing issues, and delivering timely resolutions in line with SLA requirements. You will document all end-user queries, track problem-solving steps, and maintain accurate records using designated tracking systems. The role involves guiding customers through step-by-step solutions, assisting with product navigation, and offering alternative resolutions to retain client business. You are expected to maintain and update self-help documentation, identify escalation-worthy issues, and ensure all product disclosures are communicated appropriately. Continuous learning through product-specific training is required to stay current and enhance service delivery quality.