
Tech Support Engineer
2 days ago
Who We Are:
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.
Job Overview:
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 of around 1 year
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.
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