General Support Agent

3 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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