IT Customer Service Associate

Core Responsibilities

• Multi-Channel Support: Answer inbound inquiries and make outbound calls or chats across phone, email, live chat, and social media platforms. 
• Issue Resolution: Troubleshoot product or service complaints, manage billing discrepancies, and coordinate returns, refunds, or exchanges.
• Escalation Management: Handle distressed or angry customers with patience and empathy, escalating complex problems to senior teams when needed.
• Data Logging: Maintain detailed records of interactions, customer feedback, and ticket resolutions in a CRM tracking system. 
• Product Education: Guide customers through product features, usage instructions, and post-purchase onboarding. 
• Process Improvement: Track recurring customer pain points and share insights with management to upgrade policies and FAQs.