VPN Support

6 days ago

Mangalore, Karnataka, India UnifyCX Full time ₹ 4,00,000 - ₹ 6,00,000 per year

Job Description: Technical Support Engineer

  • Role: Technical Support Engineer
  • Designation: Junior Support Engineer
  • Work Location: Mangalore
  • Shift: Rotational Shift including Night Shift

About Us
UnifyCX 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.

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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