VPN and Antivirus Support Engineers

8 hours ago

Mangaluru, India Unify CX 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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