Customer Support Executive

Customer Support Associate (International Voice & Chat) 

Location: Hyderabad  

About UnifyCX 

UnifyCX is a global Business Process Outsourcing organization with operations across the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. 

We specialize in delivering personalized contact center and technology outsourcing solutions while leveraging advanced AI technologies to enhance customer experience and operational efficiency. 

UnifyCX is an Equal Opportunity Employer and values diversity in the workplace. 

Job Summary 

UnifyCX is seeking a dynamic and customer-focused Customer Support Associate to deliver exceptional service to residential (B2C) customers across voice and chat channels. 

The role involves troubleshooting technical issues, resolving service-related concerns, assisting with billing and account inquiries, and identifying value-add opportunities while ensuring an outstanding customer experience. 

Key Responsibilities 

1. Customer Support (Voice & Chat) 

• Handle inbound calls and chats from residential customers. 
• Provide timely, professional, and accurate assistance. 
• Ensure positive customer interactions across all touchpoints. 

2. Technical Troubleshooting 

• Diagnose and resolve issues related to: 
• Wi-Fi connectivity, Router/modem configuration, Speed issues 
• App login concerns, Device-related problems 
• Guide customers step-by-step in simple, easy-to-understand language. 

3. Issue Resolution & Escalation 

• Aim for First Call/Chat Resolution (FCR). 
• Use internal tools and knowledge bases effectively. 
• Escalate complex issues through the defined escalation matrix. 

5. Service-to-Sales Opportunities 

• Identify customer needs. 
• Recommend beneficial service upgrades (plans, boosters, add-ons). 
• Meet service and performance targets. 

8. Quality & Compliance 

• Follow process guidelines and quality standards. 
• Meet KPIs including, Response time, Resolution rate, CSAT, Sales conversion  

Required Qualifications 

• High School Diploma / Graduate preferred 
• Minimum 2 years of contact center experience 
• At least 1 year in Telecom / Broadband / ISP process preferred 
• Strong English communication skills (Voice & Chat) 
• C1 Proficiency or near-native fluency preferred 
• Basic understanding of Wi-Fi, internet, and networking concepts 
• Experience with CRM/ticketing tools 
• Strong problem-solving and multitasking skills 
• Target-driven and customer-focused mindset 
• Flexibility to work rotational shifts, weekends, and holidays 
• Knowledge of networking fundamentals 
• Adaptable Communication Style 
• Attention to Detail 
• Ability to Work in a Fast-Paced Environment 
• Customer-Centric Approach