Global SaaS Technical Support Executive - Voice and Chat - Hyderabad

Global SaaS Technical Support Executive - Voice and Chat - Hyderabad - Job ID 425831

Job ID: 425831

Location: Hyderabad, India - Work From Office

Salary: Up to 7 LPA

Experience: 1.5+ Years International Voice Experience

Work Setup: Onsite - Rotational Shifts Including Night Shifts

Eligibility Criteria:

- Graduate is a must (Undergraduates with 18+ months in International Voice can also apply)

- Must have International Voice experience

- Excellent English communication (CEFR B2 minimum, C1 preferred)

- Immediate joiners only

- Flexible to work rotational shifts including night shifts from Hyderabad

About The Role:

Join our Global SaaS Support Team as the first point of contact for international customers. You will handle voice, chat, and email queries and ensure best-in-class customer experience while resolving technical and account-related issues.

Key Responsibilities:

- Manage inbound queries via voice, chat, email and ensure first-call resolution

- Resolve billing, subscription, cancellation, refund, and invoice related issues

- Support users with account access, login, password reset, verification and multi-account issues

- Assist with app download, installation, activation, device limit, and license management for Windows, macOS, Android and iOS

- Educate customers on product features, upgrades, downgrades, and add-ons

- Drive retention through customer-first cross-selling and upselling

- Log all interactions in CRM with accurate notes and close within 24 hours

- Use knowledge base and product expertise to troubleshoot known and complex issues

- Share recurring issues, feedback, and trends with internal teams

Skills Required:

- Excellent English - strong verbal, written, listening and empathy

- Ability to explain technical topics in simple terms

- Strong analytical and problem-solving mindset

- Experience in upselling/cross-selling in support setup

- Bonus: 1 year of troubleshooting experience on Windows, macOS, iOS, Android