Technical Support Engineer

Job Description: Technical Support Engineer

• Role: Technical Support Engineer
• Designation: Junior Support Engineer
• Work Location: Mangalore
• Shift: Rotational Shift including Night Shift
  
  

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, offering solutions and guidance in a fast-paced environment.

Required Qualifications

• Education: Any Graduation
• Skills:
• Strong multitasking skills.
• Ability to think critically and work effectively under pressure.
• Excellent typing skills.
• 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
• Good knowledge on VPN
• Zendesk knowledge is added advantage
  
  

Key Responsibilities

• Strong background in chat support and e-commerce.
• Previous experience in call handling and customer service.
• Excellent command of the English language (written and spoken).
• Strong analytical and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.
• Handle customer complaints, provide appropriate solutions and within the time limits
• Provide accurate, valid and complete information by using the right methods/tools
• Keep records of customer interactions, any processing of customer accounts and file documents
• Familiarity with CRM systems and practices
• Escalate the issues with Customers / tools on a timely manner
• Adhere to the Schedules which are published ahead of time (generally 1 week before the month beginning)
• To plan the PTO well in advance and keep the TLs/ Managers informed, so that the scheduling is not impacted.
• To adhere to the company policies as defined.
• Follow communication procedures, guidelines and policies
• To meet and exceed the operational expectations set
  
  

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