Senior Services Support Associate, Contact Center
The Senior Services Support Associate, Contact Center supports service delivery by handling inquiries, resolving requests, and documenting interactions across defined support channels. This role requires consistent execution, process adherence, and accurate issue tracking in a high-volume environment. The role also supports service quality and timely resolution for internal and external stakeholders.
Work you'll do
As a Senior Services Support Associate, Contact Center on the Contact Center team, you will be responsible for…
Manage inbound and outbound support interactions across phone, email, chat, or case channels
Resolve service requests and inquiries by following defined processes, knowledge articles, and escalation paths
Document case details, actions taken, and resolution status in the appropriate systems
Monitor open requests and follow up to support timely closure within established service levels
Identify recurring issues and escalate exceptions, risks, or process gaps to the appropriate teams
The team
The Contact Center team supports service delivery by providing timely and consistent assistance across multiple service channels. The team works across requests, tools, and processes to help resolve issues, improve user experience, and maintain operational quality in a fast-paced support environment.
Location: Hyderabad
Shift Timings: 2 PM to 11 PM
Qualifications
Required:
Bachelor’s degree or equivalent
2+ years of experience in a contact center, customer support, help desk, or shared services environment
Experience handling inquiries through phone, email, chat, or case management channels
Experience documenting case activity and resolution status in a customer relationship management or ticketing system
Experience working against service-level agreements, productivity targets, or quality metrics
Experience following standard operating procedures, escalation paths, and process documentation
Preferred:
Experience supporting stakeholders in a professional services or shared services environment
Experience using Microsoft Office tools for documentation and reporting
Experience working with knowledge base content or procedural documentation
Experience identifying process issues and escalating operational risks
Experience supporting high-volume service operations
