Walk-in || Technical Customer Support

Job Description

Customer Service Associate (CSA)

About the Role:

The Customer Service Associate (CSA) is responsible for delivering high-quality, consistent, and customer-obsessed support experience through written communication channels. This role focuses on resolving customer inquiries related to account management and transactional support while maintaining accuracy, efficiency, and professionalism at scale.

The CSA demonstrates strong critical thinking, sound judgment, and a foundational understanding of cloud concepts, enabling effective interpretation of customer needs and delivery of relevant guidance.

Key Responsibilities:

Deliver timely, accurate, and high-quality responses to customer inquiries within defined service level agreements (SLAs).

Apply critical thinking and problem-solving skills to analyze customer issues and determine appropriate resolutions.

Communicate clearly and professionally through written channels, ensuring a customer-centric approach.

Take ownership of customer issues end-to-end, ensuring resolution and customer satisfaction.

Leverage basic cloud knowledge to provide relevant guidance on customer queries.

Maintain high standards of quality and accuracy while meeting productivity targets.

Adhere to established processes, policies, and compliance requirements.

Identify recurring issues and recommend process improvements

Escalate complex or ambiguous cases appropriately

Qualifications

Graduate in any discipline

03 years of relevant experience in customer service or customer-facing roles.

Excellent written and spoken English communication skills

Demonstrated critical thinking and analytical ability

Strong attention to detail and ability to manage tasks within timelines

Preferred Qualifications (Prior Work Experience)

Experience in email-based or written customer service environments, managing high-volume case queues

Exposure to account-related queries, billing, payments, or transactional support processes

Proven ability to analyze customer issues, identify root causes, and deliver structured, accurate resolutions

Hands-on experience with ticketing systems or CRM tools (case management platforms)

Track record of meeting or exceeding service metrics such as SLAs, productivity, quality scores, and CSAT

Experience working in a metric-driven, process-oriented environment with defined performance goals

Ability to handle ambiguous customer scenarios and make sound, customer-focused decisions

HR contact person:Parkavi-[phone removed].