General Support Agent

As a General Support Agent at unifyCX, you will be responsible for handling customer interactions through voice, chat, and ticketing channels to provide efficient and high-quality support. Your primary tasks will include: Voice Support: - Answering inbound calls with professionalism and clear communication. - Providing solutions to customer issues promptly and accurately. - Maintaining an average response time aligned with SLAs. Chat Support: - Engaging in real-time customer support via chat, addressing questions and troubleshooting issues using clear language. - Handling a maximum of 3 chats simultaneously. - Maintaining an average response time in line with SLAs. Ticket Support: - Responding to tickets using clear and concise language. - Using appropriate canned responses to ensure all customer questions are answered. - Routing tickets to the correct department/queue. Other responsibilities include: - Developing a thorough understanding of the product features to assist customers effectively. - Diagnosing and troubleshooting customer issues, escalating cases as needed. - Maintaining organized account notes for every interaction/escalation. - Striving for first-contact resolution and exceeding customer expectations. Core Requirements: - Previous experience in a contact center or similar environment, preferably with SaaS products. - Strong verbal and written communication skills in English. - Solid technical aptitude related to SaaS products. - Commitment to customer satisfaction and empathy in interactions. - Ability to manage multiple interactions in a fast-paced environment. - Attention to detail for accurate documentation. Desired Skills: - Problem-solving abilities and critical thinking skills. - Familiarity with support tools and CRM systems. - Competency in multitasking and maintaining quality and efficiency. Performance Metrics: - Agents will be evaluated based on metrics such as Average Handling Time, Response and Resolution Times, Quality of interaction, Productivity score, and Retention rates. Join unifyCX as a General Support Agent to deliver exceptional customer experiences and contribute to the success of over 200 client programs serviced by our outcome-based model.,