Customer Support Associate

About the role

Convera is looking for a Customer Support Associate to deliver high‑quality service across phone, email, case‑management and digital channels. You will handle enquiries, process transactions, resolve payment and account issues, and support internal stakeholders while ensuring compliance with policies and regulations.

Key responsibilities

• Handle inbound and outbound customer interactions, providing a high‑quality experience.
• Resolve enquiries using established procedures, escalating complex cases when needed.
• Drive First Contact Resolution while meeting service, quality and productivity targets.
• Process requests accurately and maintain up‑to‑date records in relevant systems.
• Communicate complex information clearly and professionally.
• Investigate and resolve issues, ensuring regulatory and policy compliance.
• Support complaint management and contribute to continuous‑improvement initiatives.
• Collaborate with internal teams to deliver efficient end‑to‑end outcomes.

Required profile

• Minimum 1 year of experience in customer support, service or a contact‑center environment.
• Excellent written and verbal English communication skills.
• Strong problem‑solving, conflict‑resolution and judgment abilities.
• High level of professionalism, resilience and customer focus.

Required skills

What we offer

• Hybrid work model (2‑3 days onsite per week).
• Monday‑Friday schedule, 11:00 am – 7:30 pm.
• Opportunity to contribute to process improvements and cross‑functional projects.