Support Associate

Role Overview

We are looking for a proactive and detail-oriented Support Associate to assist with day-to-day support operations, client coordination, and performance tracking. This role requires strong analytical ability alongside excellent communication skills, as the candidate will work closely with internal teams and clients while contributing to reporting, dashboards, and service performance monitoring.

The ideal candidate should have a service-oriented mindset, strong problem-solving abilities, and the capability to work with operational data to improve efficiency and outcomes.

Key Responsibilities

• Manage and monitor support tickets, ensuring timely resolution within defined SLAs.
• Track and follow up with clients to ensure satisfaction and proper case closure.
• Prepare and maintain operational reports, dashboards, and performance trackers.
• Monitor KPIs such as response time, resolution time, bac...