SME - International Voice Process

Job Title: Subject Matter Expert (SME) (B2C Technical Support | Voice & Chat)

Location: Hyderabad

Shifts: Rotational Shift including night shifts

Employment Type: Full-Time

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're redefining the nexus between technology and human-centric services. Our team, backed by founders with a history of successful IPOs, specializes in real-world AI solutions revolutionizing customer experience (CX). Our approach uniquely combines innovative AI with a human touch, empowering small to medium-sized businesses with scalable, efficient services. Job Overview Agents are required to handle customer interactions via chat, and ticketing channels to deliver efficient, high-quality support.

Job 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 ✔ Graduate preferred

✔ 3–5 years of BPO / Contact Center experience

✔ Minimum 1–2 years as an SME / Senior Agent / Floor Support

✔ Strong experience in B2C Telecom / ISP technical support

✔ Hands-on knowledge of broadband, Wi-Fi, routers, and connectivity troubleshooting

✔ Strong communication skills (Voice & Chat)

✔ Ability to multitask in a fast-paced floor environment

✔ Flexible to work shifts and weekends