Job Description

: Documentation Process

Role:

Documentation Process - Back office

Designation:

Graduate Engineering Trainee

Work Location:

Mangalore

Shift:

9 hours per day, with shift changes every month. (Should be open for rotational shifts)

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.

Role Overview:

As a BackOffice Support Analyst, you have to check the documents sent by customers to see if the documents belong to any ongoing case or any ongoing issue. If yes, index it to the case and send to the attorneys or concerned department if required. If no, then we have to open a legal case on behalf of the customer with the details available in the documents. You will also have to check the legal disclaimer (The laws in the particular state, city or county) while opening the case. Once the case is opened, they index the documents. If the case is already assigned, then they will send it to the attorney.

Required Qualifications:

Education: BE, BCA, BSc Computers, B.Com with computers

Skills:

o Strong multitasking skills.


o Excellent typing skills


o Basic understanding on legal concepts is an advantage.


o Knowledge of keyboard shortcuts and efficient computer usage.


o Excellent written communication skills


o Willingness to learn, innovate, and take on challenges proactively

Key Responsibilities:

Review the documents sent by customers and categorize them based on ongoing issue or a case.


Index it to the case or create a case and then send it to attorneys.


To be Active during working hrs and able to handle everything in the shift.


To follow the communication protocols set and adhere to it


To follow the escalation protocols set and adhere to it


To follow quality standards & guidelines and adhere to it


To follow processing guidelines and adhere to it


To carry out documentation as per the direction from next higher-level lead or manager


To follow the instructions provided by Manager


To report status on day-to-day activities to Manager


To participate actively in knowledge sharing sessions


To participate actively in all technical, domain and behavioural training programs conducted at organizational level


To be on proactive mode always


To carry out knowledge transfer/transition activities


To display thorough professionalism and to follow work ethics


To be punctual and keep steady attendance rate


To report on time and effort spent, accurately


To ensure productivity targets are reached.

Career Progression:

This role offers a clear path for career advancement:


Junior Analyst -> Analyst -> Senior Analyst ? Team Lead

Work Environment:

Shifts: 9-hour shifts with rotational changes every month.


The various shifts timings are:


S1: 17:30 pm to 2:30 am


S2: 18:30 pm to 3:30 am


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.

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.

If you are passionate about technology and enjoy helping others, we would love to have you on our team as a Documentation Analyst!