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Chat Agent (Billing and Tech Support)
Chat Agent (Billing and Tech Support)Confidential • India
Chat Agent (Billing and Tech Support)

Chat Agent (Billing and Tech Support)

Confidential • India
15 days ago
Job description

Job Specification : Chat Agent (billing and technical support) [CHAT AND TICKET]

About Us

unifyCX ( www.unifycx.com ) 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 Specification

  • 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.

  • 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.

  • 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.

    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 (

  • Response and Resolution Times : Timeliness of responses.
  • Quality : The quality of the interaction including (but not limited to) tone, empathy, knowledge, rapport building, handle time. Minimum target 90%.
  • Productivity : Agents are required to achieve a minimum 85% productivity score.
  • Retention : Agents are required to achieve a minimum 30% save rate on chat interactions.

    • Skills Required

    Crm Systems

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