Customer Support Executive – International Voice Process

Job title : Customer Support Executive – International Voice Process (SaaS Support)

Location: Hyderabad

Job Description : 

We are hiring experienced International Voice Process professionals to handle customer queries for SaaS software products. The role involves customer support, technical troubleshooting, subscription assistance, and consultative selling through cross-selling and upselling.

Key Responsibilities :

• Handle international customer interactions through voice and chat.

• Ensure First Call Resolution (FCR) wherever possible.

• Resolve queries related to subscriptions, billing, refunds, cancellations, invoices, and account access.

• Assist customers with software installation, activation, downloads, and device-related issues.

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

• Identify opportunities for cross-selling, upselling, customer retention, and plan upgrades.

• Maintain accurate customer records in CRM systems and follow up on open cases within 24 hours.

• Handle escalations professionally and meet operational KPIs and sales targets.

• Report recurring technical issues and customer feedback.

Required Skills : 

• Mandatory International Voice Process experience.

• Excellent English communication skills (B2 or higher; C1 preferred).

• Strong customer handling, active listening, and problem-solving abilities.

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

• Strong analytical and diagnostic skills to identify root causes.

• SaaS customer support and technical troubleshooting experience preferred.

Qualifications : 

• Graduation is mandatory.

• Relevant customer service or technical support experience.

• At least 1 year of experience troubleshooting Windows, iOS, Android, and macOS is preferred.

Important Points : 

• Ex TCS employees are not eligible.

• PAN and DOB are required for profile creation.