Job Description

: Technical Support Engineer

Role:

Technical Support Engineer

Designation:

Graduate Engineering Trainee

Work Location:

Mangalore, work from ofice

Shift:

9 hours per day, with shift changes every month.

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 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 domestic customers via live chat & Phone 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


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:


Website Management:

o Gain knowledge on website creation using website builders, HTML, WordPress, MySQL, and PHP.


o Work with web hosting tools such as cPanel and WHM for website management.


Domain and Email Handling:

o Manage domain registration, email configuration, FTP, SMTP, and UNIX file handling commands.


o Troubleshoot common web and email errors, including 404, 500 errors, email bounce backs, and DNS issues.


Network Protocols:

o Learn and apply knowledge of network protocols, including IP addressing, DNS, ping, ipconfig, and tracert.


Customer Interaction:

o Provide excellent customer service to domestic clients through Phone & Live chat enhancing your experience by quickly resolving technical issues.


o Upsell/cross sell services where appropriate, leveraging strong communication and product knowledge.


Troubleshooting & Problem Solving:

o Develop and apply strong troubleshooting skills to resolve technical issues efficiently.


Collaboration:

o Work closely with other departments, such as HPS and billing team, to escalate and resolve complex issues.


Feedback Loop:

o Collect and relay customer feedback to help improve our products and services.


Career Progression:


This role offers a clear path for career advancement:


Graduate Engineering trainee -> Junior Analyst -> Analyst ? Senior Analyst? Specialist? Team lead

Alternative paths include 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-hour shifts with rotational changes every month.

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!