Customer Support Associate

Convera • Santa Ana, CA

2d • Hybrid

About The Position

The Customer Support Associate delivers high quality, consistent customer support across multiple service channels by applying established processes, tools, and guidelines. The role focuses on resolving customer enquiries efficiently, ensuring regulatory compliance, and contributing to a positive end-to-end customer experience. Working with limited guidance, the associate uses product knowledge and sound judgment to resolve well defined issues, escalating complex or sensitive matters to a senior team member or Supervisor with clear supporting recommendations. Through professional customer interactions, collaboration with peers, and continuous improvement efforts, the associate drives service excellence while contributing to team performance metrics aligned to broader company goals.

Requirements

• Minimum of 1 year of experience in a customer support, service, or contact center environment
• Strong written and verbal communication skills with the ability to convey complex information clearly
• Proven ability to follow defined procedures while applying judgment to resolve multi-step issues
• Strong problem-solving and conflict-resolution skills
• High level of professionalism, resilience, and customer focus
• Proficient in standard business systems and tools

Nice To Haves

• Multilingual capability is an advantage

Responsibilities

• Handle inbound and outbound customer interactions across phone, case, email, and digital service channels in a fast-paced environment
• Resolve customer issues using established procedures, policies, and product knowledge, escalating appropriately when required
• Drive First Contact Resolution (FCR) within defined authority levels and service guidelines
• Communicate clearly and professionally with customers, including explaining complex or regulated information in an understandable way
• Maintain accurate case documentation in case management systems to support auditability, quality assurance, and follow-up actions
• Demonstrate consistent adherence to quality, accuracy, and service targets tied to team performance
• Apply structured problem-solving techniques to investigate customer issues with multiple steps or contributing factors
• Identify patterns, recurring issues, or process gaps and suggest practical improvements to leadership
• Follow regulatory, legal, and compliance requirements consistently, ensuring customers and the business are protected
• Support complaint handling using defined frameworks, guidance, and templates to regulatory timeline
• Collaborate closely with team members and internal partners to resolve customer issues efficiently
• Support onboarding and training of new team members through knowledge sharing and peer coaching
• Participates in team meetings, problem solving, and quality reviews

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in officeTuesday, 2 nd day can be flexible.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed