Chat Agent

Job Description Job Specification: Chat Agent (billing and technical support) [CHAT AND TICKET] 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 Specification - 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. - 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. - 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. 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. Performance Metrics Agents 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. - Retention: Agents are required to achieve a minimum 30% save rate on chat interactions.