Customer Support Associate

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Requirements:

• Proven experience in billing and analyzing invoices.
• Excellent communication skills with a strong ability to address and resolve customer concerns.
• Experience in mentoring and training team members.
• Ability to make quick, sound decisions and handle complex customer issues effectively.
• Experience with troubleshooting and resolving QoS issues and managing escalations.
• Proficiency with support and billing software is preferred.

Responsibilities:

• Manage billing inquiries and analyze invoices to resolve discrepancies.
• Ensure accurate and timely processing of billing-related issues.
• Assist in optimizing and enhancing our Billing platform.
• Address customer concerns and provide feedback in a friendly and empathetic manner.
• Treat customer problems with urgency and personal attention.
• Provide training and mentorship to team members, sharing best practices and improvement suggestions.
• Make sound decisions quickly and efficiently to resolve customer issues.
• Utilize problem-solving skills to handle escalations and complex queries.
• Troubleshoot and resolve QoS issues, including coordinating with third parties when necessary.
• Ensure high standards of service quality are maintained.