Global SaaS Technical Support Executive - Voice and Chat

About the role

Gratitude India is hiring a Global SaaS Technical Support Executive in Hyderabad to act as the first point of contact for international customers. The role covers voice, chat and email queries and aims to deliver a best-in-class customer experience while resolving technical and account-related issues. The position is permanent, onsite with rotational shifts including night shifts, and pays up to 7 LPA.

Key responsibilities

• Manage inbound queries by voice, chat and email and aim for first-call resolution
• Resolve billing, subscription, cancellation, refund and invoice issues
• Help users with account access, login, password reset, verification and multi-account problems
• Assist with app download, installation, activation, device limits and license management for Windows, macOS, Android and iOS
• Explain product features, upgrades, downgrades and add-ons
• Drive retention through customer-first cross-selling and upselling
• Log every interaction in the CRM with accurate notes and close within 24 hours
• Troubleshoot known and complex issues using the knowledge base and share recurring issues, feedback and trends with internal teams

Required profile

• Graduate; undergraduates with 18+ months of international voice experience may also apply
• At least 1.5 years of international voice experience
• Excellent English (CEFR B2 minimum, C1 preferred)
• Immediate joiners only
• Flexible to work rotational shifts including night shifts from Hyderabad

Required skills

• Strong verbal, written and listening English with empathy
• Ability to explain technical topics simply
• Analytical and problem-solving mindset
• Experience in upselling and cross-selling in a support setting
• Bonus: 1 year of troubleshooting experience on Windows, macOS, iOS and Android