Customer Support Specialist – International Voice (SaaS)

Hyderabad | Immediate Start | Rotational Shifts (incl. nights) | Up to ₹7 LPA | 

About the Role
Turn complex questions into seamless solutions. As a Customer Support Specialist on our international voice team, you’ll be the trusted expert handling inbound queries across phone and chat for a leading SaaS product suite. Your mission: resolve issues on the first contact while balancing technical support with an eye for customer growth. You’ll troubleshoot software, explain plan options, and turn frustrated users into loyal advocates—all from our Hyderabad office on a rotational shift pattern that keeps the global service running 24/7.


What You’ll Do

First Call Resolution: Efficiently manage customer queries from billing and subscriptions to account access, installation, and feature guidance—resolving them during the initial contact wherever possible.


Multichannel Engagement: Professionally handle interactions via voice and chat, conveying technical information in clear, customer-friendly language and maintaining a calm, empathetic tone even during escalations.


Technical Support (good to have): Assist customers with downloading, installing, and activating software on Windows, macOS, iOS, and Android. Troubleshoot device limits, login issues, password recovery, and multi-account scenarios.


Billing & Account Management: Address invoicing, refunds, cancellations, plan upgrades/downgrades, add-ons, and license usage. Identify value-add opportunities and retain customers through consultative conversations.


Sales-Oriented Service: Meet cross-sell and upsell targets by understanding customer goals and aligning them with the right product features—always customer-first, never pushy.


Case Documentation & Follow-Through: Accurately record all interactions in the CRM, close open cases within 24 hours, and flag recurring issues or feature requests.


Operational Excellence: Hit KPIs for quality, AHT, resolution, and sales while continuously learning product updates (free subscriptions provided to stay sharp).


What You’ll Bring

Education: Graduate (any discipline) mandatory; undergrads with 18+ months of relevant international voice experience will be considered.


Experience: Mandatory prior international voice process experience. Background in a SaaS or technical support environment, including hands-on troubleshooting across Windows, iOS, Android, and macOS, is a strong plus.


Communication: English at B2/C1 level or higher with exceptional verbal and written skills. You’ll articulate clearly, listen actively, and adapt your style to match diverse global customers.


Analytical & Diagnostic Strength: You ask the right targeted questions, pinpoint root causes, and solve both known and undocumented issues using product knowledge and reference guides.


Sales Acumen: Experience in upselling/cross-selling within a customer service context is required; you can guide conversations toward added value without sacrificing empathy.


Resilience & Flexibility: Comfortable with rotational shifts including nights (non-negotiable) and working from the Hyderabad office. Immediate availability with zero notice period.


Why Join Us
We’re a global leader in technology and business transformation, offering you a launchpad into a tech-powered career. You’ll enjoy a competitive salary up to ₹7 LPA, comprehensive benefits, and a culture that prioritizes continuous learning. The role gives you free access to the very products you support, plus regular coaching, feedback, and growth pathways into advanced support, quality, training, or management roles.


How to Apply
If you’re an immediate joiner with international voice experience and the communication excellence we’re looking for, we want to hear from you. Submit your application, and our team will reach out. Step into a role where your voice empowers customers and your career takes off.