Key Responsibilities
 First Call Resolution: Efficiently handle customer queries and resolve issues during
the first contact wherever possible.
 Deliver exceptional customer experiences that balance technical support and sales
objectives.
Communication Skills (Critical Requirement)
 Exceptional verbal and written communication skills to interact professionally with
global customers across multiple channels (phone and chat).
 English needs to be B2 or higher using the CEFR framework. (Excellent Comm
Skills must have, C1 is good to have).
 Ability to convey technical information in a clear, concise, and customer-friendly
manner.
 Strong active listening and empathy to understand customer concerns and
provide effective solutions.
 Skilled in managing tone and maintaining professionalism during challenging or
escalated interactions.
Technical Skills (Must have):
 Provide technical support for a full range of software and technology products
products, including troubleshooting, guiding users, and answering 'how-to'
questions.
 Experience with troubleshooting and resolving issues related to client-server
communication, API requests, and web performance bottlenecks.
 Assist in installing and deploying software for licensed users across Microsoft
Windows, iPhone (iOS), Android, and Apple MAC OS platforms.
 Cross-selling & Upselling (Good To have – we can coach):
 Identify opportunities to recommend complementary products or upgraded services
to existing customers based on their needs.
 Engage in consultative selling by understanding customer goals and aligning them
with software and technology products's suite of solutions.

 Meet or exceed targets for cross-sell and upsell conversions while maintaining a
customer-first approach.
Customer Handling & Escalation (Good to Have):
 Case Documentation & Tracking: Record all customer interactions accurately within
the CRM system and follow through on open cases within 24 hours.
 Strong analytical and diagnostic skills: Ability to identify the problem area of the
reported issue by asking relevant, targeted questions, and accurately determining
the root cause for effective troubleshooting and resolution (Must Have).
Problem Solving (Must have):
 Utilize product knowledge, user guides, and reference materials to solve known
customer issues.
 Tackle undocumented or complex problems using advanced troubleshooting
techniques.
 Operational Excellence: Work towards achieving operational goals while adhering to
all processes and procedures.
 Goal Orientation: Focused on meeting or exceeding sales targets and KPIs.
 Knowledge Sharing & Reporting:
 Report recurring issues, feature requests, and emerging trends to supervisors.
 Participate in continuous learning by staying up to date with software and technology
products product features (free subscriptions provided).
What You’ll Need to Succeed
Education:
 Graduate from a reputed university or equivalent experience in a relevant field. Or
Undergrad with relevant experience for 18 months (Must Have).
Language Requirements:
 Excellent communication and interpersonal skills Global English to be C1 or higher
using the CEFR framework. (Excellent Comm Skills is Must have, C1 is good to
have).
 EMEA Languages to be C1 or higher for the primary language and English needs to
be B2 or higher using the CEFR framework. (Excellent Comm Skills is Must have,
C1 is good to have).
Technical Skills Experience (Must have):
 1 year of experience in troubleshooting Windows, iOS, Android, and MacOS
environments.
 Experience of upsell or cross-sell in a technical support setting is preferred.