Technical Support Executive / Customer Support Executive – International Voice Process

Location: Hyderabad, India
Job Code: 425831
Experience: Relevant international voice process experience mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Notice Period: Immediate Joiners Only
Work Mode: Onsite (Hyderabad)
Shift: Rotational Shifts, Including Night Shifts
Process Type: International Voice / Blended (Voice and Chat)
Industry: SaaS / Software Technical Support

Job Overview

We are looking for customer-focused Technical Support Executives / Customer Support Executives with mandatory international voice process experience. The ideal candidate should have excellent English communication skills, strong troubleshooting and diagnostic abilities, and experience in cross-selling and upselling.

The role involves supporting global customers across voice and chat channels, resolving technical and account-related concerns, delivering excellent customer experiences, and identifying opportunities to recommend relevant software products and services.

Key Responsibilities

1. Customer Support and First Call Resolution

• Handle international customer interactions through phone, chat, and email.

• Resolve customer queries efficiently, focusing on First Call Resolution (FCR).

• Provide accurate information and ensure a positive customer experience.

• Balance technical support responsibilities with sales objectives.

2. Technical Support and Troubleshooting

• Support customers with SaaS software products and subscription-related services.

• Resolve issues related to billing, cancellations, refunds, invoices, and subscriptions.

• Assist with account access, login issues, password recovery, account verification, and multiple-account scenarios.

• Guide customers through software downloads, installation, activation, and device-limit issues.

• Provide assistance with software deployment across Windows, iOS, Android, and macOS platforms.

• Explain product features, plans, upgrades, downgrades, add-ons, and license usage.

• Diagnose technical issues by asking relevant questions and identifying root causes.

• Troubleshoot complex or undocumented problems using available resources and technical knowledge.

3. Sales, Upselling and Cross-Selling

• Identify opportunities for cross-selling and upselling relevant products and services.

• Recommend upgrades, complementary products, and subscription options based on customer requirements.

• Engage in consultative selling by understanding customer needs and matching them with suitable solutions.

• Support customer retention and plan optimization while maintaining a customer-first approach.

• Achieve sales targets and other assigned KPIs.

4. Customer Handling and Escalation Management

• Handle challenging customer interactions professionally and empathetically.

• Demonstrate active listening and maintain a professional tone during escalations.

• Document all customer interactions accurately in the CRM system.

• Track open cases and ensure follow-up within 24 hours.

• Escalate unresolved issues to the appropriate teams.

5. Operational Excellence and Reporting

• Follow company processes, policies, and operational procedures.

• Meet performance targets related to quality, productivity, customer satisfaction, and sales.

• Report recurring technical issues, product concerns, and customer feedback to supervisors.

• Participate in continuous learning and stay updated on software features and product developments.

Mandatory Requirements

• Graduation is mandatory.

• Prior international voice process experience is compulsory.

• Excellent verbal and written English communication skills.

• English proficiency of at least B2 under the CEFR framework; C1 is preferred.

• Strong analytical, diagnostic, and problem-solving skills.

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

• Immediate joiners only.

• Must be based in or willing to work from Hyderabad.

• Must be willing to work rotational shifts, including night shifts. This requirement is non-negotiable.

• Salary expectation must be within ₹7 LPA.

Preferred Technical Skills

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

• Experience supporting SaaS or software products.

• Knowledge of subscription management, software licensing, and application installation.

• Familiarity with CRM systems and case management tools.

Language Requirements

• Global English: Minimum B2 proficiency; C1 preferred.

• EMEA Language Roles: C1 or higher in the primary language, with English proficiency of at least B2.

• Excellent communication and interpersonal skills are essential.

What You’ll Need to Succeed

• Strong customer-first attitude and professional communication.

• Ability to explain technical information in simple language.

• Effective troubleshooting and root-cause analysis.

• Confidence in handling international customers.

• Sales orientation with the ability to achieve upsell and cross-sell targets.

• Flexibility to work rotational and night shifts.

Important Hiring Criteria

Applications will be considered only from candidates who meet the mandatory requirements, particularly international voice experience, graduation, immediate availability, strong English communication, and willingness to work rotational night shifts in Hyderabad.

Salary Budget: Up to ₹7 LPA.