Ticket Agent

1 day ago

Mangalore, Karnataka, India Unify CX Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Specification: Ticket Agent (billing and technical support) with unifyCX, A US Based MNC.

Job Location: Mangalore (on- site role)

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.

Job Description - Ticket Agent (billing and technical support)

  • 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.

Performance Metrics

Agents will be evaluated on a variety of metrics, including:

  • Average Handling Time (AHT): Time taken per interaction (

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