Support Associate

Role Overview

We are looking for a proactive and detail-oriented Support Associate to assist with day-to-day support operations, client coordination, and performance tracking. This role requires strong analytical ability alongside excellent communication skills, as the candidate will work closely with internal teams and clients while contributing to reporting, dashboards, and service performance monitoring.

The ideal candidate should have a service-oriented mindset, strong problem-solving abilities, and the capability to work with operational data to improve efficiency and outcomes.

Key Responsibilities

• Manage and monitor support tickets, ensuring timely resolution within defined SLAs.
• Track and follow up with clients to ensure satisfaction and proper case closure.
• Prepare and maintain operational reports, dashboards, and performance trackers.
• Monitor KPIs such as response time, resolution time, backlog volume, and service quality metrics.
• Analyse trends in support data and highlight recurring issues to stakeholders.
• Maintain accurate documentation and reporting records for audit and compliance purposes.
• Coordinate with cross-functional teams to ensure smooth resolution of escalated cases.
• Support administrative and operational tasks as required.
• Maintain professionalism and confidentiality while handling patient and business information.

Required Skills & Qualifications

• Graduate in any discipline.
• 24 years of experience in backend support, operations, or reporting roles.
• Strong verbal and written communication skills (mandatory).
• Proficiency in MS Office, particularly Excel (formulas, basic data analysis, reporting).
• Experience working with CRM systems, ticketing tools, and dashboard/reporting platforms.
• Understanding of KPIs, SLA tracking, and performance monitoring.
• Ability to interpret operational data and provide actionable insights.