International Customer Experience & Technical Support Specialist

Location: Hyderabad

Experience: International Voice Process experience mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Notice Period: Immediate joiners only
Shift: Rotational shifts, including night shifts
Job Description

We are looking for customer-focused professionals with excellent communication and problem-solving skills to support international customers using software and technology products. The ideal candidate should have experience in international voice support, technical troubleshooting, customer retention, and consultative selling.

The role requires handling customer concerns, diagnosing product-related issues, recommending suitable solutions, and delivering a seamless customer experience while achieving service and sales targets.

Roles & Responsibilities

• Provide end-to-end customer support to international customers through voice and chat interactions.

• Understand customer concerns and deliver accurate solutions with a strong focus on First Contact Resolution.

• Support customers with subscription plans, billing disputes, refunds, cancellations, renewals, and account-related queries.

• Assist with login issues, password resets, account verification, software activation, and installation-related concerns.

• Guide customers on product features, license usage, plan upgrades, downgrades, and additional services.

• Perform basic technical troubleshooting across Windows, macOS, iOS, and Android devices.

• Identify customer requirements and recommend relevant products, upgrades, and add-on services.

• Drive customer retention through consultative selling, cross-selling, and upselling techniques.

• Diagnose complex issues by asking relevant questions and identifying the root cause.

• Maintain accurate case documentation in CRM systems and ensure timely follow-ups.

• Escalate unresolved issues to appropriate teams and coordinate for effective closure.

• Adhere to quality standards, compliance guidelines, and operational KPIs.

Required Skills & Qualifications

• Graduation is mandatory.

• International Voice Process experience is essential.

• Excellent verbal and written English communication skills.

• English proficiency at B2 level or above; C1 proficiency preferred.

• Strong customer engagement and interpersonal skills.

• Hands-on experience in cross-selling and upselling.

• Excellent analytical thinking, troubleshooting, and problem-solving abilities.

• Ability to manage difficult customer interactions with empathy and professionalism.

• Target-oriented approach with the ability to achieve customer service and sales KPIs.

Preferred Skills

• Prior experience in SaaS, software, or technical customer support.

• Knowledge of subscription-based products and billing processes.

• Exposure to Windows, iOS, Android, and macOS environments.

• Familiarity with CRM platforms and customer case management.

Important Hiring Criteria

• Immediate joiners only.

• Hyderabad work location.

• Willingness to work in rotational shifts, including night shifts (non-negotiable).

• Salary expectation up to ₹7 LPA.

• Graduates with prior international voice experience only.

Candidates meeting the above criteria are encouraged to apply.