Job Description

Job Preview: Technical Support Engineer

Role : Technical Support Engineer

Designation : Graduate Engineering Trainee

Work Location: Mangalore, work from office

Shift: 9 hours per day evening shifts, with shift changes every month. (nearly 5 shifts)

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 Email Campaigns, Digital Marketing, Events and Survey Management. This entry-level role offers an excellent opportunity to gain hands-on experience in email marketing and customer support. You'll interact with international customers via live chat, offering solutions and guidance in a fast-paced environment.

Required Qualifications:

Education: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers

Skills:

o Strong multitasking skills to be able to handle up to 2 chats at a time


o Ability to think critically and troubleshoot effectively under pressure


o Excellent typing skills and quick grasp of technical concepts


o Knowledge of keyboard shortcuts and efficient computer usage


o Excellent verbal and written communication skills to convey technical information clearly and concisely


o Patience, empathy, and a positive attitude when dealing with customers


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

Key Responsibilities:

Email Marketing:

o Gain knowledge on creating a campaign, editing, replicating and troubleshooting errors.


o Work with Email Marketing tools such as signup forms, Event management tools and Survey tools.


Digital Marketing:

o Thorough knowledge about the uses of digital marketing tools like Facebook, Twitter, Instagram etc.


o Troubleshoot common errors related to the marketing tools.


Customer Interaction:

o Provide excellent customer service to international clients through live chat, enhancing your experience by quickly answering customer inquiries, resolving issues, and providing guidance on how they can optimize the


Constant Contact digital marketing product suite to support their small business or non-profit.


Troubleshooting & Problem Solving:

o Develop and apply strong troubleshooting skills to resolve technical issues efficiently. Escalate complex issues to the appropriate team members for resolution.


Collaboration:

o Work closely with other departments, such as Tier2 and Compliance, to escalate and resolve complex issues.


Feedback Loop: Provide feedback to leadership on defects and enhancements to improve the overall user/customer experience.

Career Progression:


This role offers a clear path for career advancement:


Graduate Engineering trainee -> Junior Support Engineer -> Support Engineer ? Senior Support Engineer ? Web Coach ? Team Manager

Alternative paths include Quality Analyst, Trainer, WFM analyst and other specialized roles.

This job profile offers a comprehensive learning experience, blending technical knowledge with customer service, preparing you for a successful career in technical support and beyond.

Work Environment:


Shifts: 9-hours evening shifts with rotational changes every month.

The various shifts timings are: 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30

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 Technical Support Engineer!