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.

 Meet or exceed targets for cross-sell and upsell conversions while maintaining a

customer-first approach.

Technical Skills (Good to have):

 Handle inbound customer interactions via chat, email, or voice for SaaS software

products.

 Resolve customer queries related to subscriptions, billing, cancellations,

refunds, and invoices.

 Address account access issues, including ID login, password recovery, account

verification, and multiple account scenarios.

 Support customers with application download, installation, activation, and device

limit issues.

 Provide guidance on plan features, upgrades, downgrades, addons, and license

usage.


 Identify opportunities for customer retention, plan optimization, or value add

recommendations while remaining customer centric. 

 Assist in installing and deploying software for licensed users across Microsoft

Windows, iPhone (iOS), Android, and Apple MAC OS platforms.

 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.

Customer Handling & Escalation (Must 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).

 Experience Cross-selling & Upselling

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 (Good to Have):

 1 year of experience in troubleshooting Windows, iOS, Android, and MacOS

environments.

 Experience of upsell or cross-sell in customer service setting is required.

Should be ready to work in rotational including night shifts. This is non negotiable

### Mandatory Requirements


* Graduate candidate.

* International voice experience.

* Excellent English communication.

* Immediate joiner.

* Hyderabad work location.

* Salary expectation within ₹7 LPA.