General Support Agent

2 days ago

Mangalore Karnataka, India unifyCX Full time

**Job Specification: General Support Agent (fully blended)**: - **Voice Support (billing calls, billing and technical support tickets)**: - Answer inbound calls maintaining professionalism and clear communication. - Provide solutions to customer issues and respond to enquiries efficiently and accurately. - Maintain an average response time in line with SLAs. - **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. - Utilize 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, utilize 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 organized 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 organizational 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 (

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