Key role: Responsible for reviewing accounts and orders to provide balance, order status, reasons for payment declines, capturing complaints based on the Issuer in a friendly and empathetic tone when necessary. Exp: 6 Months to 2 years Location: Mysore Work mode: Work from office Shits: Ready to work in night shifts, rotational shifts Key skills required: Proficient English; speaking and writing skills. Ability to handle complex issues Active listening (e.g., recognizing and addressing Customer objectives and needs, probing for information, minimizing repetition, reflective listening, etc.) Verbal clarity (e.g., grammar, idioms, pacing, accent, etc.) Call control (e.g., call direction, transitioning, etc.) Multi-tasking (e.g., simultaneous screen navigation, talk & type, anticipating upcoming screen/data elements for next item in conversation, etc) Experience with PC concepts and usage Experience with Internet and browser concepts and usage Typing-by-touch skills Other Attributes: Customer service skills based on interviews and Role Play evaluations. Able to learn and comprehend fluently in English Experience with PC learning and self-directed training in English Review of Agent background check (criminal, relevance, usage, etc.) Answer inbound calls from Card members and set up/action cases on calls. Please confirm Inbound agent skill level is reflected in the proposed pricing.
Job Preview: Customer Support Representative Role : Customer Support Representative Designation : Analyst Work Location: Mangalore, work from office Shift: 9 hours per day, with rotational week offs About Us unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Role Overview: As a Customer Support Representative, you will be the first line of support for our customers who host a e-Commerce website. This entry-level role offers a helping hand in resolving issues related to customers’ orders in-terms of order modifications, return support, product information etc. This role offers an excellent opportunity to gain hands-on experience in customer support and troubleshooting. You'll interact with international customers via live chat and emails offering solutions and guidance in a fast-paced environment. Required Qualifications: Education: Bachelor’s degree Skills: Strong multitasking skills to be able to handle up to 3 chats at a time Excellent verbal and written communication skills to convey the information clearly and concisely Excellent typing skills and quick understanding of the issue Ability to think critically and troubleshoot effectively under pressure. Knowledge of keyboard shortcuts and efficient computer usage. Patience, empathy, and a positive attitude when dealing with customers Willingness to learn, innovate, and take on challenges proactively Key Responsibilities: Customer Interaction: Provide excellent customer service to international clients through live chat and email, and ensuring timely resolution of queries. Troubleshooting & Problem Solving: Develop and apply strong troubleshooting skills to resolve issues efficiently. Collaboration: Work closely with the Client side team to resolve or escalate the complex issues. Feedback Loop: Collect and relay customer feedback to help improve our products and services. Maintain professionalism and accuracy in all communications. Career Progression: This role offers a clear path for career advancement: Junior Analyst ➔ Analyst ➔ Senior Analyst ➔ Team Manager Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles. This job profile offers a comprehensive learning experience on customer service preparing you for a successful career in customer support and beyond. Work Environment: Shifts: 5 days working in 9-hours shift each day. Shifts may / may not change once a month. Rotational WOs. The various shifts timings are: 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30 Team: Work as part of a dynamic team in a supportive, growth-oriented environment. Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement. Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible. Why Join Us? Make an Immediate Impact: You'll make a real difference by helping customers of one of the E-commerce giants Supportive Team Culture: We’re a collaborative and friendly team that values clear communication, efficiency, and knowledge sharing. Stable & Flexible Work Environment: Work in a structured environment with access to reliable tools and platforms, while enjoying flexibility and autonomy in your daily tasks. Optimistic and passionate clients: Work closely with the in house team and get to know how they focus more on enjoying the little things and their relationship with the customers If you are passionate about technology and enjoy helping others, we would love to have you on our team as an Analyst!
As an Agent in this role, you will be responsible for managing chargebacks, Ethoca alerts, order processing, and minor billing escalations. Your primary duties will include the following: Chargeback Management: You will review and respond to chargeback claims in a timely and accurate manner, compiling necessary documentation and evidence to dispute unauthorized claims when applicable. It will be crucial to monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to help mitigate future disputes. Ethoca Alerts: Acting swiftly on Ethoca alerts is essential to reduce potential financial impact by proactively addressing fraudulent transactions and unauthorized purchases. You will be responsible for documenting Ethoca cases and escalating unresolved issues to HQ. Order Processing: Monitoring order completion, managing related follow-up tasks, and addressing issues affecting order processing will also be part of your responsibilities. Billing Escalations: Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, is crucial. You must ensure a satisfactory resolution within established SLA timelines. Documentation: Accurately logging and updating records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations is necessary. Maintaining organized and up-to-date documentation will support reporting and ensure data integrity. Reporting and Feedback: Generating reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to highlight trends, patterns, and potential areas for improvement is a key aspect of the role. Providing feedback to the finance and fraud prevention teams on common chargeback causes or recurring billing inquiries is also expected. Core Requirements: - Experience: Previous experience in billing, finance, or a similar administrative support role; familiarity with SaaS or subscription-based services is preferred. - Attention to Detail: High accuracy and attention to detail in processing orders, handling chargebacks, and addressing billing issues. - Communication Skills: Clear and professional written and verbal communication skills to handle billing inquiries and chargeback documentation. - Organizational Skills: Strong ability to prioritize and manage multiple financial and administrative tasks efficiently. Desired Skills: - Fraud Prevention Awareness: Familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. - Billing Systems and Financial Software: Experience working with billing systems or financial software to manage transactions and resolve billing inquiries. - Analytical Skills: Ability to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction. Performance Metrics: Your performance will be evaluated based on the following Key Performance Indicators (KPIs): - Chargeback Response Rate - Ethoca Alert Handling - Order Accuracy - Billing Resolution Time - Error Rate Overall, this role requires strong attention to detail, effective communication skills, organizational abilities, and a focus on fraud prevention and customer satisfaction to successfully manage chargebacks, Ethoca alerts, order processing, and billing escalations.,
As a Customer Support Representative at unifyCX, you will play a crucial role in providing support to customers who operate an e-Commerce website. In this entry-level position, you will assist in addressing issues related to customer orders, such as order modifications, return support, and providing product information. This role presents an excellent opportunity to gain hands-on experience in customer support and troubleshooting by engaging with international customers through live chat and emails in a fast-paced environment. To excel in this role, you must possess a Bachelor's degree and demonstrate strong multitasking abilities to handle multiple chats simultaneously. Excellent verbal and written communication skills are essential to convey information clearly and concisely. Additionally, quick typing skills, the ability to understand issues promptly, critical thinking skills, and effective troubleshooting under pressure are required. Proficiency in using keyboard shortcuts and efficient computer usage is advantageous. A patient, empathetic, and positive attitude towards customers, coupled with a willingness to learn, innovate, and proactively tackle challenges, are key attributes for success in this role. Your primary responsibilities will include delivering exceptional customer service to international clients via live chat and email, ensuring timely resolution of queries. You will also develop and apply strong troubleshooting skills to efficiently address issues and collaborate closely with the client-side team to resolve complex problems. Collecting and relaying customer feedback to enhance products and services while maintaining professionalism and accuracy in all communications is crucial. This role offers a clear career progression path from Junior Analyst to Analyst, Senior Analyst, and potentially Team Manager. Alternative career paths include roles such as Quality Analyst, Trainer, WFM Analyst, and other specialized positions. By joining us, you will gain comprehensive experience in customer service, preparing you for a successful career in customer support and beyond. In terms of the work environment, you will be part of a dynamic team in a supportive and growth-oriented setting. You will work five days a week in 9-hour shifts, with rotational week offs and the possibility of shift changes on a monthly basis. Shift timings vary between 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, and 21:30-06:30. Our team values collaboration, innovation, and continuous improvement, providing a supportive culture for your professional growth. Joining unifyCX means making an immediate impact by assisting customers of a prominent e-Commerce giant, while being part of a supportive team culture that prioritizes clear communication, efficiency, and knowledge sharing. You will work in a stable and flexible environment with access to reliable tools and platforms, coupled with the autonomy to perform your tasks effectively. Additionally, you will have the opportunity to work closely with passionate clients who focus on enjoying the little things and building strong relationships with customers. If you are passionate about technology and enjoy assisting others, we invite you to join us as an Analyst at unifyCX.,
Job Title: Inbound Customer Service Agent Location: Mangalore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us: unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary: We are seeking dedicated and multilingual Inbound Customer Service Agents to join our customer experience team. This role is essential in providing world-class support by addressing customer inquiries, resolving issues, and enhancing the customer journey across various programs. The ideal candidate is fluent in English both written and spoken and has a passion for problem-solving and service excellence. Key Responsibilities: Handle inbound calls from card members, providing support on account balances, order status, and payment decline reasons. Capture and document customer complaints in a professional and empathetic manner, ensuring accuracy based on the issuer's protocols. Demonstrate active listening and adapt communication style based on the customer’s tone, cultural context, and emotional state. Manage complex customer issues efficiently, ensuring timely and satisfactory resolution. Maintain effective call control, ensuring smooth transitions and proper call direction. Utilize multiple tools and systems while speaking with customers (multi-tasking), including navigation across multiple screens and accurate data entry. Display verbal clarity, proper grammar, and natural pacing during calls in all three supported languages. Accurately set up or act on cases as needed, following company guidelines and compliance rules. Complete assigned training, demonstrate self-directed learning, and adapt quickly to process or policy changes. Skills Needed: Bachelor’s Degrees/Diploma in a relevant field or equivalent experience. Proficient in English (verbal and written) – must meet proficiency scale requirements. Strong customer service skills, demonstrated through interviews and role play evaluations. Ability to learn and comprehend training material in English. Excellent active listening and communication skills. Experience in handling culturally diverse customers and understanding regional expressions, idioms, and expectations. Good PC and internet navigation skills, including browser and system operations. Typing-by-touch proficiency with high accuracy. Prior experience in self-directed training and PC-based learning (preferred). Ability to handle sensitive information and follow background check compliance standards. Problem-solving orientation, with the ability to handle and resolve customer concerns efficiently. Prior experience in a multilingual contact center or customer support environment. Familiarity with financial services, payment systems, or card member services is a plus.
As a Technical Support Engineer at unifyCX, you will play a crucial role in assisting customers with resolving issues related to Email Campaigns, Digital Marketing, Events, and Survey Management. Your primary responsibility will be to engage with international clients via live chat, providing solutions and guidance in a fast-paced environment. To excel in this entry-level position, you will need to possess strong multitasking skills, think critically, and troubleshoot effectively under pressure. Additionally, you should have excellent typing skills, a quick grasp of technical concepts, and knowledge of keyboard shortcuts to ensure efficient computer usage. Your communication skills, both verbal and written, will be essential in conveying technical information clearly and concisely to customers. A patient and empathetic approach, alongside a positive attitude, will be key when interacting with clients. Your key responsibilities will include gaining knowledge in Email Marketing processes, working with Email Marketing tools, understanding Digital Marketing platforms, and providing excellent customer service through live chat. You will also be required to develop strong troubleshooting skills to address technical issues efficiently and collaborate with different departments for issue resolution. Additionally, providing feedback to leadership on areas of improvement will be crucial in enhancing the overall user experience. This role offers a structured career progression path, starting from Graduate Engineering Trainee to various levels such as Junior Support Engineer, Senior Support Engineer, Web Coach, and Team Manager. Alternative career paths include roles like Quality Analyst, Trainer, WFM Analyst, and others. The job environment includes 9-hour evening shifts with rotational changes, working as part of a supportive team that values collaboration, innovation, and continuous learning. Joining unifyCX as a Technical Support Engineer will allow you to make a real impact by assisting customers with technical problems, work in an innovative environment with cutting-edge technology, and be part of a supportive team that values your contributions and fosters your growth. If you are passionate about technology and enjoy helping others, we invite you to be a part of our team at unifyCX.,
As a Customer Support Agent, you will be responsible for handling customer interactions through chat and ticketing channels to provide efficient and high-quality support. Your key responsibilities will include providing chat support, ticket support, demonstrating product knowledge, and troubleshooting customer issues. To excel in this role, we seek candidates with at least 1 year of relevant experience. Additionally, you should have a strong understanding of VPN, antivirus software, and desktop engineering. Experience working with Software as a Service (SaaS) products will be advantageous. Candidates with a background in handling both tickets and chat support, excellent written and verbal communication skills, and the flexibility to work in a 24/7 shift environment are highly preferred. If you are passionate about delivering exceptional customer service and possess the required skills and experience, we invite you to apply for this challenging opportunity.,
As a Networking Engineer at unifyCX, you will play a crucial role in supporting and maintaining our WiFi networks using Ruckus, Cambium Networks, and MikroTik equipment. You will collaborate with senior network engineers to ensure network infrastructure's reliability and security, including routers, switches, and access points. Your responsibilities will include configuring network devices, implementing security measures, conducting routine maintenance, and updating network documentation. At unifyCX, we pride ourselves on leveraging advanced AI technologies to enhance the customer experience and operational efficiency for our clients. As a minority-owned business with a global presence, we are dedicated to innovation and diversity in our workforce. You will have the opportunity to provide technical support to end-users, resolve network issues promptly, and collaborate with our support team effectively. To excel in this role, you should have 3 to 5 years of experience in a related field, along with an Associate degree or higher in Computer Science or Information Technology. A fundamental understanding of networking principles, experience with WiFi networking concepts, and proficiency in troubleshooting tools are essential. You must be willing to work in a fixed USA Day shift, including weekends, and possess strong analytical, communication, and teamwork skills. By joining unifyCX, you will have the chance to make a real impact, work with cutting-edge technology, and be part of a supportive and innovative team that values your contributions and supports your professional growth. Stay updated with the latest networking technologies and best practices, pursue relevant certifications, and continuously enhance your skills to thrive in this dynamic environment.,
The Wireless Technical Support / Customer Support / App Support Analyst role based in Mangalore involves providing exceptional technical assistance to customers using wireless-enabled products such as cellular trail cameras, GPS tracking devices, and app-connected outdoor gear. You will be responsible for troubleshooting connectivity issues, assisting with device setup, and guiding customers through technical challenges via phone, email, and live chat. To qualify for this role, you should have a background in BCA, BSc Computers, MSc Computers, or BCOM with computers, along with at least 2 years of experience in technical support, preferably in wireless communications or IoT devices. You should be familiar with LTE, 3G/4G/5G networks, SIM provisioning, wireless configuration, mobile apps (iOS/Android), and remote device diagnostics. Key responsibilities include providing first-level support for wireless products, diagnosing and resolving issues related to wireless connectivity, device syncing, app integration, and firmware updates. You will also assist customers with activation, configuration, and data plan setup, troubleshoot mobile app compatibility, cloud services, and signal strength problems, and document customer interactions and solutions in CRM software. Career progression in this role includes advancement from Junior Analyst to Analyst, Senior Analyst, and Team Manager. Alternative paths may lead to roles such as Quality Analyst, Trainer, WFM Analyst, and other specialized positions. This job profile offers a comprehensive learning experience that combines technical knowledge with customer service, preparing you for a successful career in technical support and beyond. The work environment includes 9-hour shifts with a fixed schedule and 2 days off per week, starting at 6:30 pm and ending at 3:30 am. You will work as part of a dynamic team in a supportive, growth-oriented environment that values collaboration, innovation, and continuous improvement. Continuous learning is encouraged to stay updated with the latest technology trends and product updates to provide the best support possible. Joining this team offers impactful work where you can make a real difference by helping customers solve their technical problems, an innovative environment working with cutting-edge technology, and a supportive team that values your contributions and supports your growth. If you are passionate about technology and enjoy helping others, this role as a Wireless Technical Support / Customer Support / App Support Analyst could be a great fit for you.,
As a Chargeback Management Specialist, your primary responsibility will be to review and respond to chargeback claims promptly and accurately. This includes compiling necessary documentation and evidence to dispute unauthorized claims when applicable. You will also monitor chargeback trends, escalate high-risk cases, and identify potential fraud patterns to minimize future disputes. In addition to chargeback management, you will be responsible for acting swiftly on Ethoca alerts to mitigate potential financial losses by proactively addressing fraudulent transactions and unauthorized purchases. Documenting Ethoca cases and escalating unresolved issues to HQ will also be part of your duties. Monitoring order processing, managing follow-up tasks related to orders, and addressing any issues affecting order completion will be crucial in ensuring smooth operations. Handling minor billing escalations from agents, such as adjustments, refunds, or account inquiries, will also be under your purview, with a focus on achieving satisfactory resolutions within established SLA timelines. Accurate logging and updating of records for all chargeback cases, Ethoca alerts, order transactions, and billing escalations will be essential. Maintaining organized and up-to-date documentation is key to supporting reporting and ensuring data integrity. Furthermore, you will be tasked with generating reports on chargeback rates, Ethoca alert activity, order volume, and billing escalations to identify trends, patterns, and areas for improvement. Providing feedback to finance and fraud prevention teams on common chargeback causes or recurring billing inquiries will also be part of your role. For this position, previous experience in billing, finance, or a similar administrative support role is required, with familiarity in SaaS or subscription-based services preferred. Attention to detail, strong communication skills, and organizational abilities are essential to effectively process orders, handle chargebacks, and address billing issues. Desired skills for this role include fraud prevention awareness, familiarity with fraud prevention processes, chargeback rules, and Ethoca alert management. Experience working with billing systems or financial software to manage transactions and resolve billing inquiries is also beneficial. Analytical skills to identify trends in chargebacks, alerts, and billing escalations, providing actionable insights to support fraud prevention and customer satisfaction, are highly valued. As a Chargeback Management Specialist, you will be evaluated based on key performance indicators related to your job responsibilities.,
You will be joining our client's team as a Site Reliability Engineer, where your main responsibility will be ensuring the reliability and uptime of critical services. This will involve a strong focus on Kubernetes administration, CentOS servers, Java application support, incident management, and change management. The ideal candidate for this role will have strong experience with ArgoCD for Kubernetes management, Linux skills, basic scripting knowledge, and familiarity with modern monitoring, alerting, and automation tools. We are looking for someone who is self-motivated, possesses excellent communication skills (both oral and written), and can work both independently and collaboratively. Your main tasks will include monitoring, maintaining, and managing applications on CentOS servers to ensure high availability and performance. You will also be responsible for conducting routine tasks for system and application maintenance, following SOPs to correct and prevent issues. In addition, you will respond to and manage running incidents, conduct post-mortem meetings, perform root cause analysis, and ensure timely resolution. Furthermore, you will be monitoring production systems, applications, and overall performance, using tools to detect abnormal behaviors in the software and collect information to help developers understand the root causes of problems. Security checks, running meetings with business partners, writing and maintaining policy and procedure documents, writing scripts or code as necessary to develop tools and services, and learning from post-mortems to prevent new incidents are also part of your responsibilities. Technical skills required for this role include 5+ years of experience working in a SaaS and Cloud environment, administration of Kubernetes clusters with ArgoCD, Linux scripting for automation, experience with database systems like MySQL and DB2, Linux administration skills, understanding of change management procedures, on-call responsibilities, experience with managing deployments using Jenkins, and familiarity with monitoring tools like New Relic, Splunk, and Nagios. Additionally, experience with log aggregation tools like Splunk, Loki, or Grafana, strong scripting knowledge in at least one language, and experience with API programming and integrating tools such as Jira, Slack, and xMatters/PagerDuty are preferred. This is an exciting opportunity for a motivated individual with the right skill set to make a significant impact on our client's team.,
As a Customer Support Analyst at unifyCX in Mangalore, you play a crucial role in ensuring the seamless operation of the company's workplace experience platform. Your responsibilities include providing technical support, troubleshooting issues, and collaborating with cross-functional teams to enhance application performance and user satisfaction. With a focus on delivering efficient and exceptional customer experiences, unifyCX is a transformative AI platform that prioritizes measurable results for over 200 client programs. By leveraging a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools, such as GoTalent.AI and Voice of Customer, we aim to create superhuman customer experiences. To excel in this role, you should have a strong educational background in BCA, BSc Computers, MSc Computers, or BCOM with computers. Additionally, 1+ years of experience in application support or a similar role is preferred. Excellent verbal and written communication skills are essential for effective interaction with both technical and non-technical stakeholders. Strong analytical abilities will enable you to diagnose and resolve complex technical issues efficiently. Your key responsibilities as a Customer Support Analyst include providing first-level support for the web or app platform, diagnosing and resolving issues, assisting customers with activation and configuration, troubleshooting mobile app compatibility and cloud services, and documenting interactions in Salesforce software. You will collaborate with product development and engineering teams to escalate unresolved issues, identify support trends, and recommend product or documentation improvements. This role offers a clear career progression path from Junior Analyst to Analyst, Senior Analyst, and Team Manager, with alternative paths in Quality Analyst, Trainer, WFM Analyst, and other specialized roles. You will have the opportunity to gain technical knowledge and customer service skills, preparing you for a successful career in technical support and beyond. In a dynamic work environment with 9-hour shifts and shift changes every month, you will work as part of a supportive team that values collaboration, innovation, and continuous improvement. By staying updated on the latest technology trends and product updates, you will provide top-notch support to customers, making a real difference and contributing to a forward-thinking company. If you are passionate about technology and enjoy helping others solve technical problems, we invite you to join us at unifyCX as a Customer Support Analyst.,
As a Documentation Process - Back office at unifyCX, you will play a crucial role in ensuring efficient and exceptional customer experiences by handling various documentation tasks. Your primary responsibilities will include reviewing documents sent by customers, categorizing them based on ongoing issues or cases, indexing them accordingly, and sending them to attorneys or concerned departments if necessary. In cases where documents do not belong to any ongoing case, you will be responsible for opening a legal case on behalf of the customer, ensuring compliance with legal disclaimers and indexing the documents appropriately. To excel in this role, you should possess a BE, BCA, BSc Computers, or B.Com with computers degree along with strong multitasking and typing skills. A basic understanding of legal concepts would be advantageous, along with knowledge of keyboard shortcuts and efficient computer usage. Excellent written communication skills and a proactive approach towards learning, innovation, and challenges are essential for success in this position. Key responsibilities will include adhering to communication protocols, escalation protocols, quality standards, and processing guidelines. You will be required to follow instructions from managers, report daily activities, actively participate in training programs, and maintain professionalism and work ethics at all times. Career progression opportunities from Junior Analyst to Team Lead are available for those looking to advance in their careers within the organization. The work environment at unifyCX is dynamic and supportive, with 9-hour shifts that rotate monthly. You will work as part of a collaborative team that values innovation, continuous improvement, and knowledge sharing. By joining our team, you will have the opportunity to make a real impact, work with cutting-edge technology, and be supported in your professional growth. If you are passionate about technology, dedicated to providing excellent customer service, and thrive in a fast-paced environment, we invite you to join us as a Documentation Analyst at unifyCX.,
As a Site Reliability Engineer, you will play a crucial role in ensuring the reliability and uptime of critical services for our client's team. Your primary responsibilities will revolve around Kubernetes administration, CentOS server management, Java application support, incident handling, and change management. The ideal candidate for this role should have a solid background in ArgoCD for Kubernetes management, Linux proficiency, basic scripting skills, and familiarity with modern monitoring, alerting, and automation tools. We are seeking a self-motivated individual with strong communication skills, both verbal and written, who can work effectively both independently and collaboratively. Your daily tasks will include monitoring, maintaining, and managing applications on CentOS servers to ensure high availability and performance. You will be responsible for conducting routine system and application maintenance tasks following standard operating procedures to prevent and resolve issues promptly. Additionally, you will be in charge of responding to and managing incidents, facilitating post-mortem meetings, conducting root cause analysis, and ensuring timely issue resolution. Furthermore, you will monitor production systems, applications, and overall performance, utilizing tools to detect abnormal behaviors in software and collect relevant information for developers to understand and address the underlying causes. Security checks, policy and procedure documentation, script/code writing for tool and service development, post-mortem learning, and administration work on tools like JIRA and New Relic are also part of your responsibilities. In terms of technical skills, you should have at least 5 years of experience in a SaaS and Cloud environment. Proficiency in Kubernetes cluster administration, Linux scripting, database systems (MySQL, DB2), Linux (CentOS / RHEL) administration, change management procedures, on-call responsibilities, deployment management using Jenkins, monitoring tools (e.g., New Relic, Splunk, Nagios), log aggregation tools (e.g., Splunk, Loki, Grafana), and scripting knowledge in at least one language is essential. Experience with API programming and integrating tools such as Jira, Slack, xMatters/PagerDuty will be advantageous for this role.,
We’re Hiring: HR Lead – Sr. Manager / Director – Talent Management | Mangalore unifyCX is looking for a Senior Manager / Director – Talent Management to join our growing team in Mangalore. This role is pivotal in driving performance management, leadership development, and impactful reward programs across our global organization. What You'll Do: ✔ Lead talent development strategies including succession planning, high-potential programs & leadership development ✔ Drive performance management frameworks and coach leaders on impactful conversations ✔ Partner with Total Rewards to evolve global recognition strategies ✔ Support org-level changes including M&A initiatives and leadership alignment What We’re Looking For: ✔ 10–18 years of progressive experience in Talent Management ✔ Strong background in HRBP, L&D, or organizational development ✔ Proven experience leading performance and recognition programs ✔ Master’s degree in HR, Organizational Psychology, or related field Location: Mangalore/Remote Employment Type: Full-time At unifyCX, we combine AI-driven innovation with human-centric service across 7 countries. We're proud to be a certified minority-owned business and an equal opportunity employer
As the HR Lead Sr. Manager/Director Talent Management at unifyCX in Mangalore, you will play a crucial role in driving performance management, leadership development, and impactful reward programs across our global organization. Your responsibilities will include leading talent development strategies such as succession planning, high-potential programs, and leadership development. You will drive performance management frameworks and provide coaching to leaders on impactful conversations. Additionally, you will collaborate with Total Rewards to enhance global recognition strategies and support organizational-level changes including M&A initiatives and leadership alignment. We are seeking a candidate with 10-18 years of progressive experience in Talent Management, a strong background in HRBP, L&D, or organizational development, and proven experience in leading performance and recognition programs. A Masters degree in HR, Organizational Psychology, or a related field is required for this role. This is a full-time position based in Mangalore with the opportunity for remote work. unifyCX is a company that merges AI-driven innovation with human-centric service across 7 countries. We are proud to be a certified minority-owned business and an equal opportunity employer.,
As an Inbound Customer Service Agent at UnifyCX in Mangalore, you will play a crucial role in delivering exceptional customer experiences across various programs. Your primary responsibility will be to address customer inquiries, resolve issues, and ensure a seamless customer journey. The ideal candidate for this role is fluent in English, both written and spoken, and possesses a strong passion for problem-solving and service excellence. Your key responsibilities will include capturing and documenting customer complaints with professionalism and empathy, adapting your communication style based on the customer's tone and emotional state, efficiently managing complex customer issues to ensure timely resolution, maintaining effective call control for smooth transitions, and utilizing multiple tools and systems for accurate data entry while speaking with customers in three supported languages. To excel in this role, you must hold a Bachelor's Degree/Diploma in a relevant field or have equivalent experience, demonstrate proficiency in English meeting scale requirements, showcase strong customer service skills, exhibit excellent active listening and communication abilities, possess experience in handling culturally diverse customers, and have good PC and internet navigation skills. Additionally, you should be adept at typing with high accuracy, have prior experience in self-directed training and PC-based learning, be capable of handling sensitive information while adhering to compliance standards, demonstrate a problem-solving orientation, and ideally have prior experience in a multilingual contact center or customer support environment. Join our team at UnifyCX and be part of a transformative AI platform that prioritizes measurable results, talent enablement, automation, and strategic partnerships to deliver scalable, personalized, and compliant customer solutions. If you are ready to take on the challenge of providing world-class customer support and enhancing the customer journey, we look forward to welcoming you to our customer experience team!,
Job Description: Technical Support Engineer Role: Technical Support Engineer Designation: Graduate Engineering Trainee Work Location: Mangalore Shift: 9 hours per day, with shift changes every month. 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. What you’ll do & how you’ll make your mark . Troubleshooting, resolving all technical issues related to our software and the range of products and services it provisions Interacting with clients via. live chat, web-based systems, online forums, and telephone to resolve their problems and gather feedback Testing & analysis of all products & services Identifying any bugs/issues in the system and assisting in their resolution Recording, tracking, and reporting problem activity Building strategies to improve efficiency, profitability, and quality of service Reviewing existing product/feature documentation; publish documentation in internal knowledge bases Abide by our organization's Information security policies and guidelines. Information security is the responsibility of every individual working for the organization and all employees have to follow the organization's Information Security Policies at all times Who you are & what you’ll need to succeed. Experience: 0-1 years in Customer Service or similar capacity, preferably on an IT platform u 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 u Strong customer interaction skills and ability to work in a variety of customer situations u 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. u Must be willing to work in rotational shifts 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. If you are passionate about technology and enjoy helping others, we would love to have you on our team as a Technical Support Engineer!
As a Technical Delivery Engineer - 2nd Line Connectivity at unifyCX, you will be a part of a dynamic team dedicated to supporting UK organizations in operating effectively and securely in the cloud. Your primary responsibility will be to provide connectivity support up to 3rd line, ensuring that all client raised cases are addressed promptly and efficiently. You will be working with core technology vendors such as Juniper switching and routing, Palo Alto Firewalling, and Fortinet SD WAN. In addition, you will collaborate with tools employed by Six Degrees, vendors, and suppliers to diagnose and resolve connectivity issues, working with ISPs and circuit providers to ensure seamless operations. Your role will also involve handling escalated tickets, providing support during major incidents, implementing complex changes, and offering proactive recommendations to optimize client network performance. A strong understanding of the ITIL framework, especially Incident and Change management, will be essential as you implement planned changes and emergency fixes. Your responsibilities will include responding to incidents, resolving them within SLAs, planning and completing service requests, and potentially being part of an on-call rota for out-of-hours support. You will collaborate closely with clients to understand their requirements, resolve issues effectively, and deliver a professional service that meets their satisfaction. To excel in this role, you should have a degree in an associated discipline and relevant certifications, along with 5+ years of professional experience in delivering technical services. Familiarity with project methodologies like Agile and ITIL processes will be advantageous. Strong communication skills, a collaborative mindset, and the ability to adapt to fast-paced environments are key attributes for success in this position. If you are a proactive problem-solver with a strong technical background in network security devices and firewalls, and are committed to delivering exceptional service to clients, we invite you to join our team at unifyCX and contribute to our vision of becoming the UK's top provider of secure cloud services to the small to mid-size market.,
As an Agent, you will be responsible for handling customer interactions through chat and ticketing channels to provide efficient and high-quality support. In the Chat Support role, you will engage with customers in real-time, addressing queries, troubleshooting issues, and offering guidance on product usage using clear and concise language. You will handle a maximum of 3 chats simultaneously while maintaining an average response time in line with SLAs. In the Ticket Support role, you will respond to tickets using clear and concise language, ensuring all customer questions are adequately answered. You will also employ appropriate canned responses and route tickets to the correct department/queue. It is essential to develop and maintain a deep understanding of our product features, updates, and improvements to relay accurate information effectively to customers. Your troubleshooting skills will be crucial as you diagnose customer issues, utilize internal resources to resolve problems, and escalate cases that require advanced support. Keeping detailed records of all troubleshooting steps and findings in account notes is a key part of the role. Maintaining clear and organized account notes on every interaction/escalation is essential for documentation purposes. Your commitment to delivering prompt, accurate, and professional service in all interactions is vital. Striving for first-contact resolution and exceeding customer expectations should be your goal. Reporting recurring issues, feature requests, and feedback to headquarters to drive product improvements is part of the feedback loop process. You must adhere to all processes and procedures, stay updated with changes, and follow quality feedback processes. Having 8 months to 2 years of experience, preferably in a contact center or similar environment, with SaaS products is required. Strong verbal and written communication skills in English, technical aptitude related to SaaS products, a customer service orientation, adaptability, and attention to detail are core requirements. Desired skills include knowledge of VPN, antivirus, desktop engineers, experience with Software as a Service products, hybrid experience in tickets and chat, good written and communication skills, and willingness to work in a 24/7 shift.,