Role: International Customer Support Associate – Voice Process 

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 Responsibilities

Customer 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 Skills

Communication 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.