Job Code: 425831
Location: Hyderabad
Experience: International Voice Process experience is mandatory
Salary: Up to ₹7 LPA
Education: Graduation mandatory
Notice Period: Immediate joiners only
Shift: Rotational shifts, including night shifts (mandatory)

Job Overview

We are looking for customer-focused professionals with international voice process experience, excellent English communication skills, and strong problem-solving abilities. The selected candidates will handle global customer queries related to software products, subscriptions, billing, account access, and technical troubleshooting while identifying opportunities for cross-selling and upselling.

The ideal candidate should be comfortable working in a fast-paced international customer service environment, meeting performance targets, and delivering an exceptional customer experience across voice and digital channels.

Key Responsibilities

1. Customer Support & Query Resolution

- Handle inbound customer interactions through international voice, chat, and email channels.

- Resolve customer queries efficiently, focusing on First Call Resolution (FCR) and customer satisfaction.

- Assist customers with subscriptions, billing, invoices, cancellations, refunds, and account-related concerns.

- Provide support for login issues, password recovery, account verification, and account access problems.

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

2. Technical Troubleshooting

- Diagnose technical issues by asking relevant questions and identifying the root cause.

- Assist customers with software installation, downloads, activation, and device-limit issues.

- Provide basic troubleshooting support across Microsoft Windows, Apple macOS, iOS, and Android platforms.

- Use product documentation, knowledge bases, user guides, and reference materials to resolve customer issues.

- Handle complex or undocumented issues using analytical thinking and structured troubleshooting techniques.

3. Sales, Cross-Selling & Upselling





- Identify opportunities to cross-sell complementary products and upsell premium plans or services.

- Understand customer requirements and recommend suitable software solutions and subscription options.

- Achieve sales, conversion, retention, and customer satisfaction targets.

- Maintain a customer-first approach while supporting business revenue objectives.

4. Customer Handling & Escalation Management

- Demonstrate empathy, active listening, and professionalism while handling customer concerns.

- Manage difficult conversations and escalated interactions effectively.

- Document customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.

- Track open cases and ensure timely follow-up, ideally within 24 hours as per process guidelines.

- Escalate unresolved issues to the appropriate teams and ensure proper case closure.

5. Operational Excellence & Reporting

- Meet established KPIs, including quality, productivity, customer satisfaction, FCR, and sales conversions.

- Adhere to operational procedures, compliance requirements, and service standards.

- Report recurring technical issues, customer feedback, and product improvement opportunities to supervisors.

- Participate in continuous learning and stay updated on product features, software updates, and support processes.

Mandatory Requirements

- Graduation is mandatory.

- Previous experience in an international voice process is essential.

- Excellent verbal and written English communication skills.

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

- Experience in cross-selling and upselling within a customer service environment is required.

- Strong analytical,



diagnostic, troubleshooting, and problem-solving skills.

- Immediate joiners only.

- Must be willing to work from Hyderabad.

- Must be comfortable working rotational shifts, including night shifts.

- Salary expectations must be within ₹7 LPA.

Preferred Qualifications

- At least one year of experience troubleshooting Windows, macOS, iOS, and Android environments.

- Experience supporting SaaS or software-based products.

- Knowledge of subscription management, billing support, account services, and license management.

- Experience using CRM systems and ticketing tools.

- Consultative selling experience in a technical support or customer service environment.

- Candidates proficient in relevant EMEA languages may be considered where applicable, with solid English communication skills.

Required Skills

- International Voice Customer Support

- Excellent English Communication

- Customer Service & Customer Experience Management

- First Call Resolution (FCR)

- Technical Troubleshooting

- SaaS Product Support

- Cross-Selling & Upselling

- Consultative Selling

- Customer Retention

- Billing & Subscription Support

- Account Management & Login Troubleshooting

- Root Cause Analysis

- Analytical & Problem-Solving Skills

- CRM & Case Management

- Escalation Management

- Active Listening & Empathy

- KPI & SLA Management

- Multiplatform Software Support

Ideal Candidate Profile

The ideal candidate is a graduate with international voice process experience, excellent English communication, strong customer-handling skills, and proven cross-selling or upselling experience. Candidates must be immediate joiners, comfortable with technical troubleshooting, and willing to work rotational and night shifts from the Hyderabad location.

Key: International voice experience, graduation, excellent English communication, immediate availability, Hyderabad work location, salary within ₹7 LPA, and rotational/night-shift flexibility are non-negotiable requirements.

📌 International Process - Customer Support & Sales (Hyderabad)
🏢 Gratitude
📍 Hyderabad