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.
The Trainer – B2C Technical Support is responsible for delivering product, process, technical, and soft-skills training to new 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.
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.
2. Process & Product Training
3. Technical & Troubleshooting Enablement
4. Soft Skills & Customer Experience
Train agents on communication skills, empathy, active listening, objection handling, and service-to-sales conversations.
5. Training Evaluation & Reporting
6. Stakeholder Collaboration
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
