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.
Job Summary
The Trainer – B2C Technical Support is responsible for delivering product, process, technical, and soft-skills training to recent hires and existing agents handling residential customer support via voice and chat. The role focuses on building agent capability, improving performance metrics, and ensuring readiness to meet quality, compliance, and customer experience standards.
Key Responsibilities
1. New Hire Training (NHT)
- Deliver end-to-end new hire training covering product knowledge, tools, troubleshooting flows, call/chat handling, and customer experience.
- Train agents on broadband, Wi-Fi, routers, device connectivity, app login, and speed-related issues.
- Ensure agents are production-ready before floor deployment.
2. Process & Product Training
- Conduct refresher trainings on service changes, new features, promotions, and policy updates.
- Partner with Operations and Quality teams to address performance gaps through targeted training.
3. Technical & Troubleshooting Enablement
- Coach agents on effective issue diagnosis, step-by-step troubleshooting, and first contact resolution.
- Train agents on proper escalation handling and documentation in CRM/ticketing systems.
4. Soft Skills & Customer Experience
- Train agents on communication skills, empathy, active listening, objection handling, and service-to-sales conversations.
- Reinforce quality guidelines, compliance requirements, and customer-first behaviors.
5. Training Evaluation & Reporting
- Conduct knowledge checks, mock calls/chats, and certification assessments.
- Track training effectiveness through post-training performance metrics and feedback.
- Maintain training materials, assessments, and attendance records.
6. Stakeholder Collaboration
- Work closely with Operations, Quality, and Team Leads to align training goals with business objectives.
- Support nesting/buddy programs and floor support during go-live phases.
Qualifications & Experience
✔ Graduate preferred
✔ 3–5 years of experience in BPO / Contact Center training
✔ Prior experience in B2C Telecom / Technical Support is strongly preferred
✔ Strong knowledge of voice & chat processes, troubleshooting flows, and customer handling
✔ Excellent presentation, facilitation, and communication skills
✔ Experience with LMS, training assessments, and performance tracking
✔ Flexible to work shifts as per business requirements
📌 Trainer (India)
🏢 UnifyCX
📍 India