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Job Preview: Technical Support Engineer
Role : Technical Support Engineer Designation : Graduate Engineering Trainee Work Location: Mangalore, work from office Shift: 9 hours per day, with shift changes every month (nearly 15 shifts) About Us unifyCX ( unifycx, ) is an emerging Global Business Process Outsourcing company with a strong presence in the US, 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 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: BE, BTech, MCA, MTech, BCA, BSc Computers, MSc computers and BCOM with computers Skills: Strong multitasking skills to be able to handle up to 4 chats at a time (the 4 concurrency happens only during some interval of time) Ability to think critically and troubleshoot effectively under pressure Excellent typing skills and quick grasp of technical concepts 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 Key Responsibilities Website Management: Gain knowledge on website creation using website builders, HTML, WordPress, MySQL, and PHP Work with web hosting tools such as cPanel and WHM for website management Domain and Email Handling: Manage domain registration, email configuration, FTP, SMTP, and UNIX file handling commands Troubleshoot common web and email errors, including 404, 500 errors, email bounce backs, and DNS issues Network Protocols: Learn and apply knowledge of network protocols, including IP addressing, DNS, ping, ipconfig, and tracert Customer Interaction: Provide excellent customer service to international clients through live chat, enhancing your experience by quickly resolving technical issues Upsell/cross sell services where appropriate, leveraging strong communication and product knowledge Troubleshooting & Problem Solving: Develop and apply strong troubleshooting skills to resolve technical issues efficiently Collaboration: Work closely with other departments, such as engineering and product development, to escalate and resolve complex issues Feedback Loop: 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 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-hour shifts with rotational changes every month The various shifts timings are: Starts at 00:30-09:30, 01:30-10:30, 02:30-11:30, 03:30-12:30, 04:30-13:30, 05:30-14:30, 06:30-15:30, 07:30-16:30, 08:30-17:30, 09:30-18:30, 10:30-19:30, 11:30-20:30, 12:30-21:30, 13:30-22:30, 14:30-23:30, 15:30-00:30, 16:30-01:30, 17:30-02:30, 18:30-03:30, 19:30-04:30, 20:30-05:30, 21:30-06:30, 22:30-07:30, 23:30-08:30 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!
