Global SaaS Technical Support Executive - Voice and Chat - Hyderabad
Gratitude IncGlobal SaaS Technical Support Executive - Voice and Chat - Hyderabad
Job Description
Key Skills
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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
Role
Account Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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