Jr. Associate-Retail Support

The Junior Associate – Retail Support is responsible for providing first-level technical and customer support to retail customers through phone, email, chat, or ticketing systems. The role focuses on diagnosing and resolving basic technical issues related to internet connectivity, networking, hardware, and software while ensuring timely issue resolution and a high standard of customer service. The incumbent will document support activities, escalate complex issues when necessary, and contribute to maintaining service quality and customer satisfaction.Key ResponsibilitiesProvide first-level technical support to customers through phone, email, chat, or ticketing systems.Respond promptly to customer inquiries and resolve basic technical issues within defined service standards.Diagnose and troubleshoot internet connectivity, network, software, and hardware-related problems.Guide customers through basic installation, setup, and configuration procedures.Log, update, and maintain accurate records of customer complaints, service requests, troubleshooting steps, and resolutions.Escalate unresolved or complex technical issues to Level 2 or Level 3 support teams with complete documentation.Monitor assigned support tickets and ensure timely follow-up until issues are fully resolved.Adhere to established Standard Operating Procedures (SOPs), service level agreements (SLAs), and organizational policies.Maintain professional communication while delivering a positive customer support experience.Coordinate with technical, field support, and other internal teams to facilitate timely issue resolution.Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.Perform other support-related duties as assigned by the supervisor.