​Role Customer Support & Sales Representative, International Voice
​Location Hyderabad
​Salary Up to ₹7 LPA
​Notice period Immediate joiners only
​Shift Rotational, including nights
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About the role

We are hiring Customer Support & Sales Representatives in Hyderabad for a SaaS software account serving global customers by phone, chat and email. You will resolve queries on the first contact, support customers with subscriptions, billing, account access and installation, and recommend upgrades and complementary products with a customer-first approach. The role suits graduates with international voice experience who are immediate joiners. It involves rotational shifts, including nights, with a salary of up to ₹7 LPA.
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Key responsibilities

Customer support and first call resolution

Handle inbound customer interactions by voice, chat and email for SaaS software products
Resolve issues on the first contact wherever possible
Resolve queries on subscriptions, billing, cancellations, refunds and invoices
Help with account access: login, password recovery, account verification and multiple-account cases
Support application download, installation, activation and device limit issues across Windows, iOS, Android and macOS
Guide customers on plan features, upgrades, downgrades, add-ons and license usage

Sales and retention

Meet or exceed cross-sell and upsell targets while keeping customers first
Spot retention and plan optimisation opportunities, and recommend complementary products or upgrades
Use consultative selling to match customer goals with the product suite

Documentation and improvement

Record every interaction accurately in the CRM and follow up on open cases within 24 hours
Use product knowledge, user guides and advanced troubleshooting to solve known and unknown issues
Find the root cause by asking targeted questions
Report recurring issues, feature requests and trends to supervisors
Keep up with product updates through continuous learning
Meet operational goals, KPIs and sales targets while following processes

Required qualifications and experience
International voice process experience (mandatory)
Graduate from a reputed university, or an undergraduate with 18 months of relevant experience
English at CEFR B2 or higher (C1 preferred), with excellent verbal and written communication
Strong active listening and empathy, and a professional tone in escalated calls
Strong analytical and diagnostic skills for finding the root cause
Experience in cross-selling and upselling in a customer service setting
Ability to explain technical information clearly and simply
Immediate joiner
Willing to work rotational shifts, including nights (non-negotiable)
Preferred qualifications
1 year of troubleshooting experience on Windows, iOS, Android and macOS
Experience supporting SaaS software products
Job details


Why join
Salary of up to ₹7 LPA
Work on a global SaaS account with sales incentives and upsell exposure
Free product subscriptions for learning
Growth path to senior associate and team lead roles