Trainee Associate-Technical Support

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

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

What you'll do & how you'll make your mark.

• Troubleshooting, resolving all technical issues related to our software and the range of products and services it provisions
• Interacting with clients via. live chat, web-based systems, online forums, and telephone to resolve their problems and gather feedback
• Testing & analysis of all products & services
• Identifying any bugs/issues in the system and assisting in their resolution
• Recording, tracking, and reporting problem activity
• Building strategies to improve efficiency, profitability, and quality of service
• Reviewing existing product/feature documentation; publish documentation in internal knowledge bases
• Abide by our organization's Information security policies and guidelines. Information security is the responsibility of every individual working for the organization and all employees have to follow the organization's Information Security Policies at all times

Who you are & what you'll need to succeed.

• Experience: 0-1 years in Customer Service or similar capacity, preferably on an IT platform
• Educational Qualifications: Graduate from any stream. Any Engineering or BSc (IT or Computers) preferred
• Must be customer-focused and willing to do whatever it takes to resolve customer issues
• Strong customer interaction skills and ability to work in a variety of customer situations
• Outstanding written and verbal communication skills
• Ability to solve complex problems quickly, inventively, and resourcefully
• Good working knowledge of computers and the internet; strong ability to develop new skills
• Should be able to provide project foresight in tracking, interpreting, and resolving issues and aiding software implementation
• Strong attention to detail
• Avid internet user, with a strong inclination towards technology
• Highly motivated and energetic team player, with excellent interpersonal skills.
• Must be willing to work in rotational shifts

Tech knowledge required:

• Networking and DNS basics
• Basic knowledge of Linux/Windows Operating Systems.
• Basic knowledge of Hardware
• Basic knowledge of Softwares
• Basic knowledge of Web and Email servers
• Configuration and troubleshooting mail clients using IMAP/POP/SMTP
• Troubleshooting server-side scripts
• Technologies involved (prior knowledge of these would be a plus):

➔ Domain names and domain name registration

➔ Web Hosting ➔ cPanel/Plesk ➔ POP/IMAP/SMTP

Why you'll love us.

• We've evolved; we provide three work environment scenarios. You can feel like a Newfolder in a workfrom-home, hybrid, or work-from-the-office environment.
• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. . At Newfold, taking care of our employees is our top priority. we make sure that cutting edge benefits are in place to for you. Some of the benefits you will have: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and much more. Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
• Where can we take you? We're fans of helping our employees learn different aspects of the busines be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold