Call Center Support Associate Dew Solutions

About Dew Solutions

Job Description

Job Summary: We are looking for a detail-oriented and empathetic Support Associate to join our team. You will serve as the first point of contact for Contact Center, resolving issues efficiently and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving ability, and a customer-first mindset. Key Responsibilities: Respond to Contact Center queries via email, chat, phone, or ticketing systems in a timely and professional manner. Troubleshoot product or service issues and guide Contact Center through step-by-step solutions. Escalate complex cases to the appropriate internal teams and follow up to ensure resolution. Document and track support interactions in our tracker and service now Maintain a deep understanding of our products, services, and common issues. Contribute to the creation of FAQs, knowledge base articles, and support documentation. Identify trends in customer feedback and relay insights to the product or development teams. Qualifications: 03 years of experience in a support or customer-facing role. Strong written and verbal communication skills. Knowledge of writing sql queries, working with API and analysing application logs Ability to handle multiple tasks and work in a fast-paced environment. Tech-savvy; experience with support platforms (e.g., Service Now) is a plus. A positive attitude and a passion for helping people. Nice-to-Have Skills: Experience in Azure app insight , KQL, troubleshooting front end applications and apps Knowledge of Azure Cloud Ability to debug code is a plus,