Job title : Customer Support Executive – International Voice Process (SaaS Support)

Location: Hyderabad

Job Description :

We are hiring experienced International Voice Process professionals to handle customer queries for SaaS software products. The role involves customer support, technical troubleshooting, subscription assistance, and consultative selling through cross-selling and upselling.

Key Responsibilities :

- Handle international customer interactions through voice and chat.

- Ensure First Call Resolution (FCR) wherever possible.

- Resolve queries related to subscriptions, billing, refunds, cancellations, invoices, and account access.

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

- Troubleshoot issues across Windows, iOS, Android, and macOS platforms.

- Identify opportunities for cross-selling, upselling, customer retention, and plan upgrades.

- Maintain accurate customer records in CRM systems and follow up on open cases within 24 hours.





- Handle escalations professionally and meet operational KPIs and sales targets.

- Report recurring technical issues and customer feedback.

Required Skills :

- Mandatory International Voice Process experience.

- Excellent English communication skills (B2 or higher; C1 preferred).

- Strong customer handling, active listening, and problem-solving abilities.

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

- Robust analytical and diagnostic skills to identify root causes.

- SaaS customer support and technical troubleshooting experience preferred.

Qualifications :

- Graduation is mandatory.

- Relevant customer service or technical support experience.

- At least 1 year of experience troubleshooting Windows, iOS, Android, and macOS is preferred.

Important Points :

- Ex TCS employees are not eligible.

- PAN and DOB are required for profile creation.

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