Customer Service Associate

Job Title: Customer Support AssociateSchedule: 8-hour shiftDepartment: Customer Success / Client Support Location: Radhe- Radhe, Bhaktapur Number of Vacancies: 1 Location: On-site Role Summary The Customer Support Associate is responsible for post-sales client support, ensuring smooth client setup, onboarding, and day-to-day operational assistance. The role focuses on delivering a high-quality customer experience, resolving issues efficiently, and continuously improving service quality through monthly customer feedback and performance insights. This position plays a critical role in client retention, satisfaction, and long-term product adoption. Key Responsibility Areas (KRAs) 1. Client Setup & Onboarding Handle end-to-end client setup after sales closure, including system configuration and access management. Conduct client onboarding sessions (demo, training, walkthroughs) to ensure proper understanding of the product/service. Ensure all onboarding documentation, checklists, and handover details are completed accurately. Act as the primary point of contact during the initial onboarding phase. 2. Day-to-Day Client Support & Operations Provide timely and effective day-to-day support to clients for smooth system usage and operations. Respond to client queries via ticketing systems, email, calls, or chat within defined SLAs. Troubleshoot functional issues and coordinate with technical/product teams when required. Ensure minimal disruption to client operations by proactive follow-ups and issue resolution. 3. Customer Experience & Support Behavior Maintain professional, courteous, and solution-oriented support behavior in all client interactions. Ensure every support interaction reflects company service standards and values. Educate clients on best practices, features, and efficient system usage. Maintain accurate records of issues, resolutions, and client interactions. 4. Customer Feedback & Satisfaction Management Conduct monthly customer feedback collection (calls, surveys, NPS, CSAT). Analyze feedback to identify improvement areas in product, support, and onboarding. Share insights and improvement suggestions with internal teams. Use customer feedback as a key input for service quality enhancement and retention strategies. 5. Retention & Growth Support Support customer retention by ensuring consistent service quality and proactive engagement. Identify early warning signs of dissatisfaction and escalate appropriately. Assist account managers or sales teams by identifying upsell or expansion opportunities based on client usage and needs. Contribute to customer success stories, testimonials, and case studies when applicable. 6. Process Improvement & Documentation Help build and improve support SOPs, FAQs, onboarding guides, and knowledge base. Suggest improvements to onboarding processes, support workflows, and client communication. Ensure compliance with internal support processes and reporting requirements. Stay updated with product features, updates, and service changes. Required Skills & Qualifications Experience 0–1 year of experience in customer support, client servicing, or customer success roles. Experience in SaaS, software, IT services, or service-based organizations preferred. Skills Strong communication and interpersonal skills Problem-solving and customer-first mindset Ability to handle multiple clients and tasks efficiently Basic understanding of CRM, ticketing systems, or support tools Good documentation and follow-up skills Tools (Preferred) CRM tools (Zoho, HubSpot, Freshdesk, Zendesk, etc.) Email and ticketing systems Basic reporting and spreadsheet tools Key Performance Indicators (KPIs) Client onboarding completion rate & timeline adherence First response time & issue resolution time (SLA compliance) Monthly customer feedback score (CSAT / NPS) Number of repeat issues per client Client retention and satisfaction level Support quality and behavioral compliance Growth & Career Path Opportunity to grow into Senior Customer Support, Customer Success Manager, or Customer Account Manager roles. Exposure to product, operations, and client management functions. Performance-based learning and growth opportunities. 𝐖𝐡𝐚𝐭 𝐝𝐨 𝐰𝐞 𝐨𝐟𝐟𝐞𝐫? Competitive Salaries and Regular salary reviews 5 working days (Monday- Friday)- 8 hours a day Breakfast and Lunch as well as tea and coffee, are provided Paid Paternity, Maternity, Marriage Leave, Public Holidays, Sick and Casual Leave Festival Bonus after completion of Probation Medical and Accidental Insurance Vehicle fuel and maintenance facilities Amazing Company Mission and Culture Growth Opportunities Flexible working environment Space for creativity A motivative, innovative and productive environment to work in Library books accessible Weekly and monthly extracurricular activities: Futsal, Hiking, Recreational activities and many more Team Building Activities and Knowledge Sharing System Office workstation with dual monitor and provide the latest tools, technologies, and equipment needed at work Company Introduction: AITC International Pvt. Ltd. is a leading multinational IT services provider with a strong presence across key global markets. Powered by over 80+ skilled tech experts, we deliver innovative, cutting-edge business solutions that drive growth and efficiency for startups and enterprises worldwide. We aim to be the preferred choice for technology solutions and services in the industry. Our goal is to empower our clients to achieve their goals and unlock their full potential through technology's transformative power. Ready to join a team that’s making a real difference? Apply today and let’s chat about how your expertise can help us take AITC to the next level! For more queries, please write us at careers@aitc.ai