- Role: Customer Support
- Designation: Junior Analyst
- Work Location: Mangalore
- Shift: 9 hours per day, with shift changes every month. (Should be open for rotational shifts)
About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Role Overview
As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. You'll interact with international customers via live chat, offering solutions and guidance in a fast-paced environment.
Who you are & what you'll need to succeed.
- Experience: 0-1 years in Customer Service or similar capacity, preferably on an IT platform
- Educational Qualifications: Graduate from any stream. Any Engineering or BSc (IT or Computers) preferred
- Must be customer-focused and willing to do whatever it takes to resolve customer issues Strong customer interaction skills and ability to work in a variety of customer situations Outstanding written and verbal communication skills
- Ability to solve complex problems quickly, inventively, and resourcefully
- Good working knowledge of computers and the internet; strong ability to develop new skills
- Should be able to provide project foresight in tracking, interpreting, and resolving issues and aiding software implementation
- Strong attention to detail
- Avid internet user, with a strong inclination towards technology
- Highly motivated and energetic team player, with excellent interpersonal skills. Must be willing to work in rotational shifts
Roles & Responsibilities
- T1 agents must action all the tickets flowing to Salesforce Tier1 Tray within 1 hour of ticket received.
- Based on the request from users T1 agents must understand the queue/ issues and provide resolution to fix.
- T1 agents must work on all products set up tickets like, User sign in issues, mobile access issues and also work on Ad hoc task within the timeline provided by client to complete those tasks.
- For some complex technical tickets related toT2 must be raised to T2 tray for further resolution
- Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with users as needed, escalating more complex cases to the appropriate team.
- Meet and exceed established benchmarks and expectations.
- Stay current on all key support topics, including product knowledge and required technical and soft skills.
- To follow the instructions provided by lead/manager
- To report status on day-to-day activities to lead/manager
Why Join Us
- Impactful Work: Make a real difference by helping customers solve their technical problems.
- Innovative Environment: Work with cutting-edge technology and be part of a forward-thinking company.
- Supportive Team: Join a team that values your contributions and supports your growth.
