Job
Description
Job Specification: Ticket Agent (billing and technical support) with unifyCX, A US Based MNC.Job Location: Mangalore (on- site role)
About Us
:
unifyCX (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.Job Description - Ticket Agent (billing And Technical Support)Ticket Support (billing and technical support):? Respond to tickets using clear and concise language.? Utilise 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, utilise 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 organised 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 RequirementsExperience: 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 organisational and documentation skills to ensure accurate account notation.Desired SkillsProblem-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 MetricsAgents will be evaluated on a variety of metrics, including:Average Handling Time (AHT): Time taken per interaction (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.
