VPN Support

Job Description: Technical Support Engineer

• Role: Technical Support Engineer
• Designation: Junior Support Engineer
• Work Location: Mangalore
• Shift: Rotational Shift including Night Shift

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.

Role Overview:

As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. You'll interact with international customers via live chat, offering solutions and guidance in a fast-paced environment.

Required Qualifications:

• Education: Any Graduation

• Skills:

• Strong multitasking skills.

• Ability to think critically and work effectively under pressure.
• Excellent typing skills.
• Knowledge of keyboard shortcuts and efficient computer usage.
• Excellent verbal and written communication skills to convey technical information clearly and concisely
• Patience, empathy, and a positive attitude when dealing with customers
• Willingness to learn, innovate, and take on challenges proactively
• Good knowledge on VPN
• Zendesk knowledge is added advantage

Key Responsibilities:

• Strong background in chat support and e-commerce.
• Previous experience in call handling and customer service.
• Excellent command of the English language (written and spoken).
• Strong analytical and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.
• Handle customer complaints, provide appropriate solutions and within the time limits
• Provide accurate, valid and complete information by using the right methods/tools
• Keep records of customer interactions, any processing of customer accounts and file documents
• Familiarity with CRM systems and practices
• Escalate the issues with Customers / tools on a timely manner
• Adhere to the Schedules which are published ahead of time (generally 1 week before the month beginning)
• To plan the PTO well in advance and keep the TLs/ Managers informed, so that the scheduling is not impacted.
• To adhere to the company policies as defined.
• Follow communication procedures, guidelines and policies
• To meet and exceed the operational expectations set

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