Customer Support Associate

The

Customer Support Associate – Technical & Billing Support will

handle end-to-end customer queries across billing and technical

domains, including invoices, refunds, cancellations, product

troubleshooting, Antivirus, and VPN support. The role requires

effective multitasking between live chat and ticket queues, ensuring

SLA adherence and a high-quality customer experience. This position

operates in a 24×7

support environment with rotational shifts.

Key

ResponsibilitiesChat

• & Ticket Support (Multichannel)Provide
• support across live chat and ticketing systems, multitasking between
• both channels based on queue demand.
• Handle
• billing and technical inquiries with clear, professional
• communication.
• Manage
• up to three concurrent chats while progressing assigned tickets
• without SLA breaches.
• Maintain
• response and resolution times in line with SLAs.

Billing

• SupportInvestigate
• and resolve billing discrepancies, invoices, refunds, subscriptions,
• and cancellations.
• Clearly
• explain charges, billing cycles, and policy-driven decisions.
• Ensure
• accurate documentation of billing actions and customer
• confirmations.

Technical

• SupportDiagnose
• and troubleshoot application, access, and connectivity issues,
• including Antivirus and VPN configuration and connectivity problems.
• Use
• internal tools and knowledge bases to identify root causes and apply
• fixes.
• Escalate
• complex issues with detailed reproduction steps and notes.

Product,

• Pricing & Policy KnowledgeMaintain
• strong knowledge of product features, pricing plans, billing
• workflows, and support policies.
• Stay
• current on product updates, known issues, and policy changes.

Documentation

• & QualityMaintain
• clear, accurate, and comprehensive notes for both chat and ticket
• interactions.
• Adhere
• to quality, compliance, and documentation standards.

Customer

• ExperienceDeliver
• prompt, empathetic, and professional service across channels.
• Aim
• for first-contact resolution while balancing chat and ticket
• workloads.

Feedback

• & Continuous ImprovementIdentify
• recurring billing or technical issues and share insights with
• relevant teams.

Core

• RequirementsExperience:
• 1–3 years in a customer support role handling both chat and ticket
• queues.
• Communication
• Skills:
• Excellent written and verbal English communication skills.
• Technical
• Aptitude:
• Strong understanding of application support, connectivity,
• Antivirus, and VPN concepts.
• Billing
• Knowledge:
• Experience with invoicing, refunds, subscriptions, and cancellation
• workflows.
• Multitasking
• Ability:
• Proven ability to balance live chats and ticket resolution
• simultaneously.
• Customer
• Focus:
• Patient, empathetic, and solution-oriented mindset.
• Attention
• to Detail:
• High accuracy in documentation and account handling.
• Availability:
• Willingness to work in a 24×7
• rotational shift environment.

Desired

• SkillsExperience
• with CRM, ticketing, and billing systems.
• Strong
• time-management and prioritisation skills.
• Analytical
• problem-solving capability.

Key

• Performance Metrics (Optional)CSAT
• / CES
• SLA
• & First Response Time
• First
• Contact Resolution
• Billing
• Accuracy
• Quality
• Audit Scores