Tech Support Executive - Global SaaS (Voice & Chat)
Gratitude IncTech Support Executive - Global SaaS (Voice & Chat)
Job Description
Key Skills
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Tech Support Executive - Global SaaS (Voice & Chat) - Hyderabad WFO - Job Code 425831
Company: Leading MNC
Role: Tech Support Executive - Global SaaS Voice and Chat Support
Location: Hyderabad - Work From Office
Job Code: 425831
Salary: Up to 7 LPA
Shift: Rotational Shifts including Night Shifts
Type: Full-Time / Work From Office
Overview:
Join our Global SaaS Support team to deliver exceptional customer experiences across voice, chat, and email channels. You will be the first point of contact for international customers, resolving technical and account-related queries while driving retention and customer satisfaction.
Eligibility:
- Graduate mandatory - Undergrads with 18 months of relevant international voice experience can also apply
- International Voice Process experience is mandatory
- Excellent English communication skills mandatory - CEFR B2 minimum, C1 preferred
- Must be comfortable with rotational shifts including night shifts and work from Hyderabad
- Immediate joiners only
Key Responsibilities:
- Handle inbound queries via voice, chat, and email and drive first call resolution
- Troubleshoot and resolve issues related to subscriptions, billing, cancellations, refunds, and invoices
- Support account access, login, password recovery, verification, and multi-account scenarios
- Assist with application download, installation, activation, device limits, and license usage on Windows, iOS, Android, and macOS
- Guide customers on plan features, upgrades, downgrades, and add-ons
- Identify retention and cross-sell, upsell opportunities with a customer-first mindset
- Document all interactions accurately in CRM and ensure closure within 24 hours
- Use product knowledge and reference materials to solve known and complex issues
- Report recurring issues, feature requests, and trends to improve product and process
Required Skills:
- Strong verbal and written English communication with active listening and empathy
- Ability to explain technical information in a simple, customer-friendly way
- Strong analytical, diagnostic, and problem-solving skills
- Experience in cross-selling and upselling in a customer service setup
- 1 year of troubleshooting experience across Windows, macOS, iOS, and Android is an added advantage
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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