Subject Matter Expert

Who We Are

unifyCX 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.

J ob Summary

The Subject Matter Expert (SME) supports B2C Technical Support operations by providing advanced technical guidance, real-time floor support, and escalation management for agents handling residential customers via voice and chat. The role focuses on improving first contact resolution, technical accuracy, quality adherence, and overall customer experience.

Key Responsibilities

• Floor Support & Escalation Handling
• Provide real-time support to agents for complex technical and customer issues.
• Handle and resolve escalated cases related to broadband, Wi-Fi, routers, device connectivity, speed, and application issues.
• Guide agents on correct troubleshooting flows and next-best actions.
• Technical Expertise & Knowledge Management
• Act as a process and product expert for B2C technical support.
• Stay updated on product changes, service updates, outages, and policy revisions.
• Support knowledge base updates and FAQs in coordination with Training and Quality teams.
• Coaching & Performance Support
• Conduct side-by-side coaching and on-the-spot feedback for agents.
• Support new hires during nesting and early production phases.
• Identify recurring technical or process gaps and share insights with Team Leads and Trainers.
• Quality & Compliance Adherence
• Ensure agents follow SOPs, quality guidelines, and compliance requirements.
• Reinforce accurate CRM/ticket documentation and escalation procedures.
• Participate in quality calibrations and case reviews as required .
• Customer Experience Improvement
• Focus on improving First Call/Chat Resolution (FCR) and reducing repeat contacts.
• Assist in handling high-impact or sensitive customer interactions.
• Support service-to-sales conversations when required .
  Qualifications & Experience
• check mark Graduate preferred
• check mark 3–5 years of BPO / Contact Center experience
• check mark Minimum 1–2 years as an SME / Senior Agent / Floor Support
• check mark Strong experience in B2C Telecom / ISP technical support
• check mark Hands-on knowledge of broadband, Wi-Fi, routers, and connectivity troubleshooting
• check mark Strong communication skills (Voice & Chat)
• check mark Ability to multitask in a fast-paced floor environment
• check mark Flexible to work shifts and weekends