Customer Support Executive

2 weeks ago

Mangalore Karnataka, India unifyCX Full time

**Job Description: Technical Support Engineer**
- **Role: Technical Support Engineer**:

- **Designation: Junior Support Engineer**:

- **Work Location: Mangalore**:

- **Shift: Rotational Shift including Night Shift**

**About Us**

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

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

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