Technical Support Engineer

As a Technical Support Engineer at unifyCX, you will be the frontline hero for customers, assisting them in resolving issues related to website management, hosting, and network protocols. This entry-level position offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. Your responsibilities will include interacting with international customers via live chat, providing solutions, and guidance in a fast-paced environment. - Provide frontline customer support - Operate in a 24/7 environment, handling inbound inquiries via chat and email - Customer Interaction: Handle all incoming questions, troubleshoot issues, and provide product guidance - Retention: Attempt to retain customers considering canceling their subscription - Escalation & Reporting: Identify and report trending issues, escalate advanced cases promptly - Ticket Management: Document all interactions in Zendesk or equivalent tool, ensure customer follow-up until resolution - Performance Metrics: Meet/exceed monthly KPIs, including QA scores, productivity, retention rates, AHT, and FRT - Collaboration: Coordinate with teammates, SMEs, and Supervisors for smooth workflow and knowledge sharing - Education: Any Graduation - Skills: - Strong multitasking skills - Ability to think critically and work under pressure - Excellent typing skills and knowledge of keyboard shortcuts - Excellent verbal and written communication skills - Patience, empathy, and a positive attitude - Willingness to learn, innovate, and take on challenges proactively - Good knowledge of VPN - Zendesk knowledge is an added advantage unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in various countries. The company leverages advanced AI technologies to enhance customer experience and operational efficiency for clients worldwide. unifyCX is committed to innovation and diversity, positioning itself as a trusted partner in meeting global market demands effectively. As a Technical Support Engineer at unifyCX, you will have the opportunity to make a real difference by helping customers solve technical problems. You will work in an innovative environment with cutting-edge technology in a forward-thinking company. Additionally, you will be part of a supportive team that values your contributions and supports your growth.,