Customer Support Agent – Billing & Technical Assistance

About the role

UnifyCX is expanding its South Africa team and is looking for enthusiastic Customer Support Agents to provide billing assistance and guide customers through technical issues. You will work on both voice calls and ticket channels, ensuring a smooth and efficient experience for our SaaS customers.

Key responsibilities

• Handle inbound billing calls and tickets, delivering accurate solutions while meeting SLA response times.
• Communicate clearly and concisely across all customer interactions.
• Develop and maintain strong product knowledge to support inquiries.
• Probe and troubleshoot issues, escalating to technical teams when necessary.
• Document all interactions, troubleshooting steps, and escalations in account notes.
• Aim for first‑contact resolution and high customer satisfaction.
• Identify recurring issues and provide feedback for product improvement.
• Manage ticket workflows using approved templates and route tickets to the correct queues.

Required profile

• Detail‑oriented, customer‑focused professional with strong verbal and written English communication.
• Previous experience in a contact centre or customer support environment, preferably SaaS.
• Technical aptitude to understand and explain SaaS‑related issues.
• Patience, empathy, and ability to manage multiple interactions in a fast‑paced setting.

Required skills