Associate Specialist, Risk Support

Role Purpose

As a frontline Customer Support Senior Analyst, you will serve as the point of contact for customers seeking support or information. Your role is to provide timely, empathetic, and responsive service to a wide range of inquiries, ensuring a high standard of service and contributing to a positive customer experience.

Role Responsibilities

• Handle customer inquiries through channels (e.g., email, chat, phone) with integrity and accuracy.
• Perform investigation and triage of reported issues.
• Guide customers through standard processes, troubleshooting steps, or basic product support.
• Accurately detail customer interactions and updates in internal systems.
• Call out sophisticated or complex issues to the support tier or team.
• Adhere to agreements (SLAs) and quality standards.
• Participate in training sessions and continuously update knowledge of products, tools, and procedures.
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