Tech Support Engineer

Who We Are

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 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 Overview

Agents are required to handle customer interactions via chat, and ticketing channels to deliver efficient, high-quality support.

• 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.
• 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

Preferably, agents should have previous experience in a contact centre or similar environment, ideally with SaaS products.

Skills Required

Chat Support, Documentation, Troubleshooting