Technical Support Agent

UnifyCX; Mangaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

UnifyCX is seeking a Technical Support Engineer (Graduate Engineering Trainee) to join on-site in Mangalore. The role focuses on frontline customer support for website management, hosting, and network protocols, with exposure to live chat and international clientele.

Ideal candidates hold BE/BTech or MCA/MTech along with related IT/computer degrees. This entry-level position offers hands-on experience in web technologies, troubleshooting, and customer support, with a 9-hour shift and immediate

Qualifications

• Strong multitasking to handle up to 4 chats simultaneously
• Ability to troubleshoot under pressure
• Excellent typing and quick grasp of technical concepts
• Knowledge of keyboard shortcuts and efficient computer usage
• Excellent verbal and written communication
• Patience, empathy and a positive attitude
• Willingness to learn, innovate and take challenges proactively

Responsibilities

• Website Management: create websites using builders, HTML, WordPress, MySQL and PHP
• Use hosting tools like cPanel and WHM for website management
• Domain and Email Handling: register domains, configure email, FTP, SMTP, UNIX commands
• Troubleshoot web and email errors (404, 500, bounce backs, DNS)
• Learn network protocols: IP addressing, DNS, ping, ipconfig, tracert
• Provide live chat support to international clients and upsell where appropriate
• Develop strong troubleshooting skills to resolve issues
• Collaborate with engineering/product teams to escalate issues
• Relay customer feedback to improve products and services
• No shift-based admin tasks beyond stated schedule

Skills

Multitasking

Troubleshooting

Typing skills

Technical comprehension

Keyboard shortcuts

Verbal & written comms

Patience & empathy

Willingness to learn

Education

BE/BTech

MCA/MTech

BCA

BSc/MSc Computers

BCOM with Computers

Job description

Role: Technical Support Engineer (Graduate Engineering Trainee)

Work Location: Mangalore

Shift: 9 hours per day, with shift changes every month.

Interview Mode: Face To Face

Availability: Immediate joining

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.

Monday to Friday 10:00 AM 3:00 PM