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 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.
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
