About the role
Role:Customer Support
Key Responsibilities:
• First Call Resolution: Efficiently handle customer queries and resolve issues during the first contact wherever
possible.
• Not limited to resolving issues. Advisors are expected to build trust, uncover needs, and naturally position value‑added solutions without sounding sales‑driven. Strong communication is the foundation that enables both customer satisfaction and revenue growth.
Technical Support:
o Provide technical support for a full range of products, including troubleshooting, guiding users, and
answering “how-to” questions.
o Experience with troubleshooting and resolving issues related to client-server communication, API requests, and web performance bottlenecks.
o Assist in installing and deploying software for licensed users across Microsoft Windows, iPhone (iOS), Android, and Apple MAC OS platforms.
Cross-selling & Upselling:
o Identify opportunities to recommend complementary products or upgraded services to existing customers based on their needs.
o Engage in consultative selling by understanding customer goals and aligning them with suite of solutions.
o Meet or exceed targets for cross-sell and upsell conversions while maintaining a customer-first approach.
Customer Handling & Escalation:
o Manage irate customers through active listening and probing techniques to resolve concerns effectively.
o Escalate complex issues to supervisors following defined thresholds when necessary.
o Prioritizing customer urgency & issues based on business impact
Case Documentation & Tracking:
o Record all customer interactions accurately within the CRM system and follow through on open cases within 24 hours.
Communication & Follow-up:
o Maintain professionalism and timely communication with customers across all interactions. Return follow-up calls within agreed timelines.
o Triage issues coming from all channels, such as phone (Inbound & Outbound), chats, email, and web portal (Omni Channel).
Strong analytical and diagnostic skills:
o Ability to identify the problem area of the reported issue by asking relevant, targeted questions, and accurately determining the root cause for effective troubleshooting and resolution
Problem Solving:
o Utilize product knowledge, user guides, and reference materials to solve known customer issues.
o Tackle undocumented or complex problems using advanced troubleshooting techniques.
Operational Excellence:
o Work towards achieving operational goals while adhering to all processes and procedures.
Goal Orientation:
o Focused on meeting or exceeding sales targets and KPIs.
Knowledge Sharing & Reporting:
o Report recurring issues, feature requests, and emerging trends to supervisors.
o Participate in continuous learning by staying up to date with product features (free subscriptions provided).
What You’ll Need to Succeed:
Education:
o India: Graduate from a reputed UGC-recognized university or an equivalent global standard, preferably in Computer Science or related technical fields.
Language Requirements:
o C1 level English language proficiency for customer-facing roles.
Technical Skills Experience:
o 3-5 years of experience on troubleshooting Windows, iOS, Android, and MacOS environments.
o 1-2 years of experience of upsell or cross-sell in technical support setting.
o Basic knowledge and usage of products (training and subscriptions will be provided).
Soft Skills:
o Strong problem-solving abilities with attention to detail.
o Excellent interpersonal skills with the ability to handle stressful situations professionally.
oAbility to manage time efficiently and meet agreed deadlines.
Success Measures – KPIs
Unified Satisfaction (Inline Survey) / Phone Survey
ICX Transfer Rate
Average Handle Time
Pitch /Conversion rate
Revenue / ARR / GNARRQualifications: BACHELOR OF COMMERCE