Job Description: International Voice Customer Support & Sales Associate

Location: Hyderabad
Job Code: 425831
Experience: International Voice Process experience mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Notice Period: Immediate joiners only
Work Mode: Work From Office (WFO)
Shift: Rotational shifts, including night shifts

Job Overview

We are looking for customer-focused professionals with international voice process experience and excellent English communication skills to provide technical support and sales assistance for SaaS software products. The ideal candidate will be skilled in customer issue resolution, troubleshooting, cross-selling, upselling, and delivering exceptional customer experiences across voice and chat channels.

Key Responsibilities

• Handle international customer interactions through phone and chat, resolving queries efficiently and aiming for First Call Resolution (FCR).

• Provide technical support for SaaS software products, including subscriptions, billing, cancellations, refunds, invoices, and account access.

• Assist customers with software installation, activation, downloads, license management, device limits, and account verification.

• Troubleshoot technical issues across Microsoft Windows, macOS, iOS, and Android platforms.

• Identify root causes by asking relevant questions and applying effective diagnostic and troubleshooting techniques.

• Explain product features, subscription plans, upgrades, downgrades, add-ons, and license usage clearly.

• Identify opportunities for cross-selling, upselling, customer retention, and product upgrades based on customer needs.

• Use a consultative sales approach to recommend suitable products and services while prioritizing customer satisfaction.

• Document customer interactions accurately in CRM systems and follow up on open cases within 24 hours.

• Handle escalations professionally, maintaining empathy, active listening, and a customer-focused approach.

• Meet or exceed sales targets, quality standards, productivity goals, and other assigned KPIs.

• Report recurring issues, customer feedback, and product improvement opportunities to supervisors.

• Stay updated on product features, software updates, troubleshooting procedures, and support guidelines.

Required Qualifications

• Graduation is mandatory.

• Prior experience in an international voice process is essential.

• Immediate joiners only.

• Excellent verbal and written English communication skills.

• English proficiency of at least B2 under the CEFR framework; C1 proficiency is preferred.

• Experience in cross-selling and upselling within a customer service environment is required.

• Strong analytical, diagnostic, and problem-solving abilities.

• Excellent customer handling, active listening, and escalation management skills.

• Ability to meet sales targets, operational KPIs, and quality standards.

Preferred Technical Skills

• Approximately one year of experience troubleshooting Windows, macOS, iOS, and Android environments.

• Knowledge of SaaS products, software installation, subscriptions, billing, and account management.

• Familiarity with CRM systems, ticket documentation, and case tracking.

• Experience supporting customers through voice, chat, or email channels.

Mandatory Requirements

• Graduate candidate.

• International voice process experience.

• Excellent English communication skills.

• Experience in cross-selling and upselling.

• Immediate availability to join.

• Willingness to work from the Hyderabad office.

• Willingness to work rotational shifts, including night shifts; this is non-negotiable.

• Salary expectation within the maximum budget of ₹7 LPA.