Associate II, Client Contact

About the Role

This is an entry-level individual contributor role with moderate supervision, focused on providing technical and non-technical support to clients.

Key Responsibilities

• Deliver technical and non-technical support via various channels for escalated client issues, post-sales support, and accurate processing of sales orders or inquiries.
• Complete support tasks under general direction, applying discretion when making decisions and resolving operational issues.
• Communicate regularly with clients, acting as a point of contact for basic inquiries, concerns, and feedback.
• Execute routine tasks with some deviation from standard practices and accomplish day-to-day objectives within the job area.
• Contribute to the creation, maintenance, and dissemination of client-facing documentation and support materials.
• Communicate with internal teams to escalate and resolve complex issues, ensuring a positive client experience.
• Prepare basic reports detailing client interactions, communication effectiveness, and support metrics.
• Operate as a productive contributor under moderate supervision, ensuring work methods align with established guidelines and standards.
• Support pre-sales activities and post-sales processes by providing technical and non-technical support.
• Manage semi-complex tasks, including developing schedules or refining work methods for improved outcomes.
• Solve problems of low to moderate complexity and make minor adjustments to existing processes.
• Communicate and collaborate with others, sharing information that may require explanation or interpretation.
• Support less experienced peers.

Requirements & Tech Stack

• Technical and non-technical support
• Client communication
• Sales order processing
• Post-sales support
• Pre-sales activities
• Documentation and support material creation/maintenance
• Reporting
• Problem-solving
• Collaboration

Qualifications

• General Equivalency Diploma
• Knowledge gained through a combination of education and practical experience.
• Work with moderate supervision, following established guidelines while exercising independence.
• Seek advice or input from senior personnel as needed.