VPN and Antivirus Support Engineer

2 days ago

Mangalore, Karnataka, India UnifyCX Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Agents are required to handle customer interactions via chat, and ticketing channels to deliver efficient, high-quality support.

●
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.


• Utilise 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, 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.

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


• Knowledge of VPN


• Knowledge of Antivirus


• knowledge of Desktop engineers


• Candidate who has worked as Software as service product


• Tickets and chat hybrid experience


• Good written and comms skills


• Willing to work in 24/7 shift

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