VPN and Antivirus Support Engineers

10 hours ago

Mangaluru, India UnifyCX Full time

Job Overview
Agents are required to handle customer interactions via chat, and ticketing channels to deliver efficient, high-quality support. This role requires you to have minimum of 1 year of experience in Chat or Email Support.

  • Chat Support (billing and technical support):
  • Engage in real-time customer support via chat, addressing questions, troubleshooting issues, and providing guidance on product usage, using clear and concise language.
  • Complete a maximum of 3 chats simultaneously.
  • Maintain an average response time in line with SLAs.
  • 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 Requirements

  • Experience: 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 Skills

  • Problem-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

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