International Voice Process - Technical Support & Sales Associate

About the role

Gratitude India is hiring an International Voice Process professional in Hyderabad to support global customers for SaaS and technology products through voice and chat channels. The role covers resolving technical and account-related queries and spotting opportunities for cross-selling, upselling and customer retention. The position is permanent, with immediate joiners only, rotational shifts including mandatory night shifts, and a salary expectation of around 7 LPA.

Key responsibilities

• Handle international customer interactions by voice and chat, ensuring a good customer experience and first-call resolution.
• Troubleshoot subscription, billing, login, password, installation, activation and device-related issues.
• Identify customer needs and recommend upgrades, add-ons and complementary products through cross-selling and upselling.
• Diagnose complex issues, keep accurate CRM documentation and follow up on cases.
• Meet customer satisfaction, quality, sales conversion and operational KPIs while following process guidelines.

Required profile

• Graduate only; previous international voice process experience is mandatory.
• Immediate joiners only; Hyderabad location.
• Willingness to work rotational shifts, including night shifts.
• Excellent English communication (CEFR B2 minimum, C1 preferred).
• Experience in customer handling, troubleshooting, issue resolution, cross-selling and upselling.

Required skills

• Customer handling, troubleshooting and issue resolution.
• Cross-selling and upselling.
• Good to have: SaaS or technical support experience, knowledge of Windows, macOS, iOS and Android, software installation and activation, and experience with subscriptions, licenses, refunds and account management.