Service Desk/Contact Center Support Associate

We are looking for a Contact Center Support Associate to join our team and deliver exceptional customer service while managing support requests efficiently.Key ResponsibilitiesHandle inbound customer calls, emails, and support tickets.Perform basic troubleshooting and provide first-level support.Create, update, track, and close tickets within SLA timelines.Follow SOPs to resolve issues and provide timely customer updates.Escalate incidents to the appropriate teams/vendors when required.Maintain accurate records of customer interactions and resolutions.Ensure high customer satisfaction (CSAT) through effective communication and support.Required SkillsExperience in a Contact Center / Service Desk environment.Knowledge of CC metrics such as ASA, AHT, FCR, CSAT, and SLA.Hands-on experience with ticketing tools such as Jira, ServiceNow, Zendesk, Freshdesk, BMC Remedy, or ManageEngine.Basic troubleshooting and ticket management skills.Experience with email and remote support.Strong communication and customer service skills.Understanding of escalation management and SOP-based support processesPreferredExperience in voice, email, and ticket-based support.ITIL awareness/certification is an advantage.