Job Description

: Technical Support Engineer

Role: Technical Support Engineer

Designation: Junior Support Engineer

Work Location: Mangalore

Shift: Rotational Shift including Night Shift

About Us

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 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 international customers via live chat, offering solutions and guidance in a fast-paced environment.

Required Qualifications:

Education: Any Graduation

Skills:

Strong multitasking skills. Ability to think critically and work effectively under pressure. Excellent typing skills. Knowledge of keyboard shortcuts and efficient computer usage. Excellent verbal and written communication skills to convey technical information clearly and concisely Patience, empathy, and a positive attitude when dealing with customers Willingness to learn, innovate, and take on challenges proactively Good knowledge on VPN Zendesk knowledge is added advantage

Key Responsibilities:

Strong background in chat support and e-commerce. Previous experience in call handling and customer service. Excellent command of the English language (written and spoken). Strong analytical and problem-solving skills. Ability to multitask and work in a fast-paced environment. Handle customer complaints, provide appropriate solutions and within the time limits Provide accurate, valid and complete information by using the right methods/tools Keep records of customer interactions, any processing of customer accounts and file documents Familiarity with CRM systems and practices Escalate the issues with Customers / tools on a timely manner Adhere to the Schedules which are published ahead of time (generally 1 week before the month beginning) To plan the PTO well in advance and keep the TLs/ Managers informed, so that the scheduling is not impacted. To adhere to the company policies as defined. Follow communication procedures, guidelines and policies To meet and exceed the operational expectations set

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