Job Description: Call Agent (VPN/Antivirus & Home Title Monitoring Support)

Role Overview

Call Agent will provide front-line voice support to a primarily elderly, US-based customer base using VPN and Antivirus applications, as well as Home Title Monitoring (HTM) services. The agent will handle inbound/outbound calls to assist with installation, activation, connectivity, and troubleshooting of VPN and Antivirus products, while also guiding customers through understanding and using their Home Title Monitoring service, including alerts, account setup, and general inquiries related to title fraud protection.

Key Responsibilities

Handle inbound/outbound voice calls related to VPN and Antivirus product issues, including installation, activation, connectivity, and performance troubleshooting
Guide elderly, US-based customers through Home Title Monitoring (HTM) services, including alerts, account setup, and title fraud protection inquiries
Provide transparent, step-by-step technical guidance to customers with varying levels of technical proficiency




Diagnose and resolve common VPN issues (connection drops, server selection, protocol errors, speed complaints) and antivirus issues (scan failures, update errors, license/activation problems, false positives)
Escalate complex or unresolved technical issues to Tier 2 support or the client's technical team as needed
Document all customer interactions accurately in the CRM/ticketing system
Meet quality benchmarks on customer satisfaction, first-call resolution, and post-call survey scores
Maintain compliance with call handling standards and client-specific SOPs

Required Skills & Qualifications

Technical: Working knowledge of VPN and Antivirus applications — installation, configuration, common error codes, and troubleshooting steps
HTM Knowledge: Ability to learn and clearly explain Home Title Monitoring concepts to non-technical, older customers
Patience & Guiding Skill: Exceptional patience and step-by-step guiding ability suited t

📌 Back Office Agent (Mangalore)
🏢 UnifyCX
📍 Mangalore