Job Specification: General Support Agent (fully blended):
About Us
:
unifyCX (<a href="http://www.unifycx.com/" style="-webkit-tap-highlight-color: transparent; color: rgb(52, 152, 219); text-decoration-line: none; cursor: pointer; font-family: Arimo, "Helvetica Neue", Helvetica, Arial, sans-serif;">www.unifycx.com) 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.Candidates are required to handle customer interactions via voice, chat, and ticketing channels to deliver efficient, high-quality support.
- Voice Support (billing calls, billing and technical support tickets):
- Answer inbound calls maintaining professionalism and clear communication.
- Provide solutions to customer issues and respond to enquiries efficiently and accurately.
- Maintain an average response time in line with SLAs.
- Chat Support (billing and technical support):
- Engage in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance on product usage, using clear and concise language.
- Complete a maximum of 3 chats simultaneously.
- Maintain an average response time in line with SLAs.
- Ticket Support (billing and technical support):
- Respond to tickets using clear and concise language.
- Utilize appropriate canned responses ensuring all customer questions have been sufficiently answered.
- Move tickets to the correct department/queue.
- Product Knowledge:
- Develop and maintain a thorough understanding of our product features, updates, and improvements.
- Be prepared to relay accurate, detailed information to assist customers effectively.
- Troubleshooting:
- Diagnose customer issues, utilize internal resources to resolve problems, and escalate cases that require advanced support.
- Record all troubleshooting steps and findings in account notes.
- Documentation:
- Maintain clear and organized account notes on every interaction/escalation.
- Customer Satisfaction:
- Deliver prompt, accurate, and professional service in all interactions.
- Strive for first-contact resolution and aim to meet or exceed customer expectations.
- Feedback Loop:
- Report recurring issues, feature requests, and other feedback to HQ to drive product improvements.
- Process Adherence:
- Follow all processes and procedures.
- Keep up to date with updates and changes.
- Follow all quality and quality feedback processes.
Core Requirements
- Experience: Preferably, agents should have previous experience in a contact centre or similar environment, ideally with SaaS products.
- Communication Skills: Agents must possess strong verbal and written communication skills in English, with the ability to explain solutions and instructions clearly.
- Technical Aptitude: A solid understanding of technical concepts related to SaaS products, with the ability to troubleshoot and explain issues.
- Customer Service Orientation: A strong commitment to customer satisfaction and the ability to remain patient and empathetic in all customer interactions.
- Adaptability: Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment.
- Attention to Detail: High level of organizational and documentation skills to ensure accurate account notation.
Desired Skills
- Problem-Solving Skills: Ability to analyse issues effectively, think critically, and find creative solutions where needed.
- Familiarity with Support Tools: Knowledge of support platforms and CRM systems.
- Multitasking Abilities: Competency in managing concurrent interactions, and maintaining quality and efficiency.
Performance Metrics
Agents will be evaluated on a variety of metrics, including:Average Handling Time (AHT): Time taken per interaction (<420 seconds for voice, <854 seconds for chat, <420 seconds for ticket)
Response and Resolution Times: Timeliness of responses.Quality: The quality of the interaction including (but not limited to) tone, empathy, knowledge, rapport building, handle time. Minimum target 90%.Productivity: Agents are required to achieve a minimum 85% productivity score.Retention: Agents are required to achieve a minimum 30% save rate on voice interactions, and 30% save rate on chat interactions.
