Subject Matter Expert

Title: Subject Matter Expert (SME)
Location: Mangalore(Work from Office)
Shifts: Rotational
Who We Are
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 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.
Overview
We are seeking a highly skilled and motivated Subject Matter Expert (SME) to join our support team for security and privacy products (ranging from Antivirus, VPN, cloud storage solutions and more). In this role, you will be responsible for providing advanced technical support, managing escalations, and driving continuous improvement efforts in a fast-paced, 24/7 remote support environment.
As the SME, you will play a key role in ensuring customer satisfaction by resolving complex technical issues, mentoring Tier 1 support staff, and collaborating with cross-functional teams to improve processes and product performance.
Key Responsibilities

• Escalation Management:
• Oversee and resolve escalated cases from Tier 1 support.
• Ensure timely updates and resolutions of escalated cases, managing the escalation buckets within our bespoke CRM.
• Issue Reporting & Handling:
• Provide support to customers through email, live chat and remote access.
  
• Report product issues, access problems, and connection concerns in our bespoke CRM, creating detailed tickets for internal teams.
• Trend Analysis & Solution Implementation:
• Monitor recurring issues and customer feedback to identify trends.
• Propose and implement effective solutions to reduce ticket volume and improve the customer experience.
• Partner Channel Support (if applicable):
• Provide timely responses to partner inquiries, ensuring adherence to specific service level agreements (SLAs).
• Process Improvement:
• Work with Supervisors and Management to enhance standard operating procedures (SOPs), knowledge bases, and workflows.
• Suggest and develop training materials and topics to address knowledge gaps within the Tier 1 team.
• Cross-Functional Collaboration:
• Collaborate with engineering, QA, and product teams to escalate complex technical issues and provide insights for product development.
• Participate in weekly and monthly meetings to share updates and discuss trends related to escalations and product performance.
  

Qualifications

• Experience:
• Minimum 2 years of experience in a Tier 2 or advanced technical support role, ideally in the cybersecurity industry.
• Technical Skills:
• Strong background in troubleshooting and technical support for consumer software across Windows, macOS, Android and iOS devices, ideally cybersecurity software.
• Ability to interpret and analyze troubleshooting logs or data to diagnose and resolve issues.
• Communication Skills:
• Exceptional verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Tool Proficiency:
• Familiarity with Zendesk, Jira, or similar support and ticketing tools.
• Experience with CRM systems, documentation tools, and collaboration software.
• Additional Attributes:
• Ability to work effectively , 24/7 support environment.
• Strong problem-solving skills, attention to detail, and ability to prioritize tasks effectively.