Senior Associate

About the Role

We are looking for a Customer Support Agent who will act as a bridge between the Operations and Engineering teams, ensuring timely resolution of technical issues and effective cross-functional communication. The ideal candidate will have a strong technical aptitude, problem-solving mindset, and the ability to translate operational concerns into actionable insights for the engineering team.

Key Responsibilities

Issue Resolution: Manage and resolve technical issues raised by the Operations team efficiently and within defined SLAs. Coordination with Engineering: Collaborate with Engineering to analyse, troubleshoot, and resolve reported system bugs, data mismatches, or workflow errors. Cross-Team Communication: Serve as a communication link between Operations and Engineering, ensuring updates and technical findings are clearly shared.

Ticket Management: Track, prioritise, and close issue tickets using tools such as Jira, Zendesk, or Freshdesk. Root Cause Analysis: Identify patterns and recurring issues, escalating to Engineering for long-term fixes. Documentation: Maintain detailed records of issues, resolutions, and known error documents for future reference.

Process Improvement: Provide feedback to Product and Engineering teams to enhance platform performance and usability. Operational Support: Support the Operations team with technical queries, data validation, and process alignment.

Requirements

Education

Bachelor’s degree in Computer Science, Information Technology, or any related field. 2. Experience: 1–3 years in a technical support, product support, or operations support environment. 3. Technical Skills: Good understanding of system workflows, APIs, or basic SQL (preferred). 4. Experience with ticketing tools (e.g., Jira, Freshdesk). 5. Soft Skills:Excellent communication and coordination abilities. 6. Strong analytical and troubleshooting skills. 7. Ability to manage multiple priorities and work under pressure. 8. Detail-oriented and proactive.