Technical Support Engineer - Semi Voice

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Pune, Maharashtra, India

Information Technology

Other

unifyCX

Overview

Job Description: Technical Support Engineer

Role: Technical Support Engineer (Semi-voice)
Designation: Graduate Engineering Trainee
Work Location: Mangalore
Shift: 9 hours per day

About Us:
unifyCX (www.unifycx.com) 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.

Role Overview:

As a Technical Support Engineer, you will be the frontline hero for our customers helping them resolve issues related to website management, hosting, and network protocols. This entry-level role offers an excellent opportunity to gain hands-on experience in web technologies, network troubleshooting, and customer support. You'll interact with international customers via live chat/Calls, offering solutions and guidance in a fast-paced environment.

Job Description:

Providing backend support to customers through calls and Chats, troubleshooting technical issues related to webhosting.
Good in English communication.

Should be good in technical troubleshooting skills.
Should have good typing skills and comfortable using computer.
Ready to work in rotational shifts including night shifts and weekends.

Work Environment:

Team: Work as part of a dynamic team in a supportive, growth-oriented environment.
Supportive Culture: Join a team that values collaboration, innovation, and continuous improvement.
Continuous Learning: Stay updated with the latest technology trends and product updates to provide the best support possible.

Required Qualifications:

Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers.
Skills:
- Strong multitasking skills to be able to handle up to 3 chats at a time (the 4 concurrency happens only during some interval of time).
- Should able to handle calls
- Ability to think critically and troubleshoot effectively under pressure.
- Excellent typing skills and quick grasp of technical concepts.
- Knowledge of keyboard shortcuts and efficient computer usage.
- Excellent verbal and written communication skills to convey technical information clearly and concisely
- Patience, empathy, and a positive attitude when dealing with customers
- Willingness to learn, innovate, and take on challenges proactively.

Career Progression:

This role offers a clear path for career advancement:

Graduate Engineering trainee -> Junior Support Engineer -> Support Engineer ➔ Senior Support Engineer ➔ Web Coach ➔ Team Manager
Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles.
This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond.

Why Join Us?

Impactful Work: Make a real difference by helping customers solve their technical problems.
Innovative Environment: Work with cutting-edge technology and be part of a forward-thinking company.
Supportive Team: Join a team that values your contributions and supports your growth.

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