Associate Customer Support

**_ Responsibilities: _**:- **Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.**:- ** Monitor the service event through completion for compliance.**:- ** Manage the service requests of customers through different access channels.**:- ** Reviews customer feedback related to customer entitlement & case management and analysis of statistics related to customer access (phone) & case management. Provide resolution and feedback based on analysis.**:- ** Participates/leads in projects for process or quality improvements.**:- ** Works with escalated customers and recommends actions in post incident reviews.**:- ** Manages multiple tasks or cases simultaneously with mínimal supervision May act as a mentor or trainer in the team.**:**_ Education and Experience Required: _****High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of experience and college level education.**:**_ Knowledge and Skills: _**:- **Superior communication skills both written and verbal**:- ** Experience in customer facing role either remote or face to face**:- ** Understands internal processes and tools**:- ** Computer proficiency**:- ** Problem solving skills**:- ** Accuracy in data entry**:- ** Excellent fluency in language to be supported.**:- ** Experience in a phone based remote role**:- ** Familiarity with computer technology**:- ** Time management skills**:- ** Oversee compliance with operating procedures and standards**:- ** Experience in call routing and processes as well as case logging systems and obligation systems**:- ** Strong understanding of internal processes, tools and usage of such tools in managing daily tasks**:- ** Ability to mentor and train new agents**: