Role: International Customer Support Associate – Voice Process (SaaS Products)
Location: Hyderabad
Experience Required: International Voice Process Experience Mandatory
Salary: Up to ₹7 LPA
Notice Period: Immediate Joiners Only
Education: Graduation Mandatory
Role Overview
We are looking for customer-focused professionals with strong international voice support experience to provide world-class customer service for SaaS software products. The role involves handling customer queries, troubleshooting technical issues, managing subscriptions and billing concerns, and identifying opportunities for customer retention, cross-selling, and upselling while maintaining a customer-first approach.
Key ResponsibilitiesCustomer Support & Query Resolution
- Handle inbound customer interactions through voice, chat, and email channels.
- Resolve customer queries related to subscriptions, billing, cancellations, refunds, and invoices.
- Deliver First Call Resolution (FCR) wherever possible.
- Assist customers with account access issues including login support, password recovery, account verification, and multiple account management.
Technical Support
- Support customers with software download, installation, activation, and licensing issues.
- Assist licensed users across Microsoft Windows, MacOS, iOS, and Android platforms.
- Troubleshoot technical issues by identifying root causes through effective questioning and diagnostics.
- Utilize product knowledge, user guides, and troubleshooting resources to resolve customer concerns.
Sales & Customer Retention
- Identify opportunities for customer retention, plan optimization, and value-added recommendations.
- Promote complementary products, upgrades, and service enhancements based on customer needs.
- Meet or exceed cross-sell and upsell targets while maintaining excellent customer experience standards.
- Engage in consultative selling by understanding customer requirements and recommending suitable solutions.
Case Management & Reporting
- Accurately document customer interactions in CRM systems.
- Follow up on open cases within 24 hours and ensure timely resolution.
- Report recurring issues, feature requests, and emerging trends to management.
- Participate in ongoing learning and product training programs.
Required SkillsCommunication Skills (Must Have)
- Excellent verbal and written English communication skills.
- CEFR English proficiency of B2 or higher (C1 preferred).
- Strong active listening, empathy, and customer engagement skills.
- Ability to explain technical concepts clearly and professionally.
- Experience handling escalated customer interactions confidently.
Customer Service & Sales Skills
- International voice process experience is mandatory.
- Proven experience in cross-selling and upselling.
- Strong customer handling and objection management skills.
- Ability to work in a target-driven environment.
Technical Skills (Good to Have)
- Experience supporting SaaS products.
- Knowledge of Windows, MacOS, Android, and iOS environments.
- Familiarity with software installation, activation, licensing, and troubleshooting.
Problem Solving Skills (Must Have)
- Strong analytical and diagnostic capabilities.
- Ability to identify root causes and provide effective resolutions.
- Experience handling complex customer issues independently.
Mandatory Requirements
- Graduate candidate.
- International Voice Process experience is mandatory.
- Excellent English communication skills.
- Immediate joiner.
- Hyderabad work location.
- Salary expectation within ₹7 LPA.
- Comfortable working in rotational shifts, including night shifts (non-negotiable).
Questionnaire Link
Please complete the questionnaire using the link below:
https://myglit.com/lateral/cref/fdd85ff844
Important Note
Filling out this form is mandatory for further processing. Profiles without a completed questionnaire will not be considered for the next stage of the recruitment process.
Pay: ₹600,000.00 - ₹700,000.00 per year
Work Location: In person
