Ticket Agent

Role Overview: As a Ticket Agent (billing and technical support) at unifyCX, a US-based MNC, you will play a crucial role in providing efficient and exceptional customer experiences through ticket support, product knowledge, troubleshooting, documentation, and ensuring customer satisfaction. Your responsibilities will include responding to tickets, utilizing appropriate responses, maintaining product knowledge, diagnosing and resolving customer issues, maintaining documentation, adhering to processes, and reporting feedback to drive product improvements. Key Responsibilities: - Respond to tickets using clear and concise language and ensure all customer questions are sufficiently answered. - Utilize appropriate canned responses and move tickets to the correct department/queue. - Develop and maintain a thorough understanding of product features, updates, and improvements to assist customers effectively. - Diagnose customer issues, utilize internal resources to resolve problems, and escalate cases that require advanced support. - Maintain clear and organized account notes on every interaction/escalation. - Deliver prompt, accurate, and professional service in all interactions and strive for first-contact resolution with a commitment to customer satisfaction. - Report recurring issues, feature requests, and other feedback to HQ to drive product improvements. - Follow all processes and procedures, keep up to date with updates and changes, and follow all quality and quality feedback processes. Qualifications Required: - Preferably have previous experience in a contact center or similar environment, ideally with SaaS products. - Possess strong verbal and written communication skills in English with the ability to explain solutions and instructions clearly. - Solid understanding of technical concepts related to SaaS products with the ability to troubleshoot and explain issues. - Strong commitment to customer satisfaction and the ability to remain patient and empathetic in all customer interactions. - Ability to manage multiple interactions, adapt quickly in a dynamic, fast-paced environment, and maintain a high level of organizational and documentation skills for accurate account notation. (Note: The additional details of the company were not included in the provided job description.),