About the role
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: oProvide technical support for a full range of products, including troubleshooting, guiding users, and answering “how-to” questions. oExperience with troubleshooting and resolving issues related to client-server communication, API requests, and web performance bottlenecks. oAssist in installing and deploying software for licensed users across Microsoft Windows, iPhone (iOS), Android, and Apple MAC OS platforms.
Cross-selling & Upselling: oIdentify opportunities to recommend complementary products or upgraded services to existing customers based on their needs. oEngage in consultative selling by understanding customer goals and aligning them with suite of solutions. oMeet or exceed targets for cross-sell and upsell conversions while maintaining a customer-first approach.
Customer Handling & Escalation: oManage irate customers through active listening and probing techniques to resolve concerns effectively. oEscalate complex issues to supervisors following defined thresholds when necessary. oPrioritizing customer urgency & issues based on business impact
Case Documentation & Tracking: oRecord all customer interactions accurately within the CRM system and follow through on open cases within 24 hours.
Communication & Follow-up: oMaintain professionalism and timely communication with customers across all interactions. Return follow-up calls within agreed timelines. oTriage issues coming from all channels, such as phone (Inbound & Outbound), chats, email, and web portal (Omni Channel).
Strong analytical and diagnostic skills: oAbility 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: oUtilize product knowledge, user guides, and reference materials to solve known customer issues. oTackle undocumented or complex problems using advanced troubleshooting techniques.
Operational Excellence: oWork towards achieving operational goals while adhering to all processes and procedures.
Goal Orientation: oFocused on meeting or exceeding sales targets and KPIs.
Knowledge Sharing & Reporting: oReport recurring issues, feature requests, and emerging trends to supervisors. oParticipate in continuous learning by staying up to date with product features (free subscriptions provided).
What You’ll Need to Succeed:
Education: oIndia: Graduate from a reputed UGC-recognized university or an equivalent global standard, preferably in Computer Science or related technical fields.
Language Requirements: oC1 level English language proficiency for customer-facing roles.
Technical Skills Experience: o3-5 years of experience on troubleshooting Windows, iOS, Android, and MacOS environments. o1-2 years of experience of upsell or cross-sell in technical support setting. oBasic knowledge and usage of products (training and subscriptions will be provided).
Soft Skills: oStrong problem-solving abilities with attention to detail. oExcellent 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 / GNARR Qualifications: BACHELOR OF COMMERCE