International Technical Support Associate

Location: Hyderabad, Telangana

Job Code:






425831









Industry:






IT / ITES – BPO









Function:






Customer Service / Technical Support









Role:






International Voice Process – Technical Support & Sales









Salary:






Up to ₹7 LPA









Experience:






International Voice Process experience mandatory









Education:






Graduation mandatory









Notice Period:






Immediate joiners only









Shift Type:






Rotational shifts, including night shifts









Work Mode:






To be confirmed with the recruiter

Key Responsibilities

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  Handle international customer queries through voice and chat channels.
  
  
  
  
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  Resolve customer concerns during the first interaction wherever possible, ensuring high First Call Resolution (FCR).
  
  
  
  
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  Provide technical support for SaaS software products and deliver excellent customer experiences.
  
  
  
  
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  Troubleshoot issues related to subscriptions, billing, cancellations, refunds, invoices, account access, and password recovery.
  
  
  
  
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  Assist customers with software downloads, installation, activation, license usage, and device limitations.
  
  
  
  
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  Guide customers on subscription plans, upgrades, downgrades, add-ons, and product features.
  
  
  
  
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  Support software across Windows, macOS, iOS, and Android platforms.
  
  
  
  
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  Identify opportunities for cross-selling, upselling, customer retention, and product upgrades based on customer needs.
  
  
  
  
  
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Mandatory Skills

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  International voice process experience.
  
  
  
  
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  Excellent verbal and written English communication
  
  
  
  
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  Strong customer service and customer-handling skills.
  
  
  
  
  
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  Strong analytical and problem-solving abilities.
  
  
  
  
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  Customer retention and objection-handling skills.
  
  
  
  
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  Familiarity with CRM tools and case documentation.
  
  
  
  
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  Active listening, empathy, and professional communication.
  
  
  
  
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  Ability to meet sales targets and service quality standards.
  
  
  
  

Good-to-Have Skills

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  SaaS product support experience.
  
  
  
  
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  At least one year of troubleshooting experience across Windows, macOS, iOS, and Android.
  
  
  
  
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  Knowledge of software installation, activation, subscriptions, and license management.
  
  
  
  
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  Familiarity with technical support documentation and knowledge bases.
  
  
  
  
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  English proficiency at CEFR B2 level or above; C1 is preferred.
  
  
  
  
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  Additional EMEA language proficiency at C1 level is advantageous for relevant language-specific roles.
  
  
  
  

Candidate Eligibility Criteria​

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  International voice process experience is compulsory.
  
  
  
  
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  Experience in cross-selling or upselling is required.
  
  
  
  
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  Must be available to join immediately.
  
  
  
  
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  Must be willing to work from the Hyderabad location.
  
  
  
  
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  Must be comfortable working rotational shifts, including night shifts.
  
  
  
  
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  Salary expectations must be within ₹7 LPA.
  
  
  
  

Recruitment priority:






Candidates with international voice experience, excellent English communication, technical troubleshooting skills, proven cross-selling/upselling experience, and immediate joining availability.