VPN and Antivirus Support Engineers

24 hours ago

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

Job Overview
Agents are required to handle customer interactions via chat, and ticketing channels to deliver efficient, high-quality support. This role requires you to have minimum of 1 year of experience in Chat or Email 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

  • 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

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