International Customer Support Executive (Analyst)

About the Role

As an Analyst in our team, you will build and nurture positive working relationships with teams and clients with the intention to exceed client expectations. This role focuses on delivering effective customer support across multiple channels while ensuring complete case ownership, product guidance, and opportunity identification. Specialists independently manage customer issues, ensure accurate documentation, and contribute to overall product adoption and customer satisfaction.

Key Responsibilities

• Handle customer interactions via voice, chat, and email.
• Support customers with product troubleshooting, workflow navigation, installation, and “how to” queries.
• Diagnose and resolve moderate complexity issues.
• Maintain end-to-end ownership of customer cases.
• Ensure detailed and accurate documentation for every case.
• Identify opportunities for feature adoption and product upgrades.
• Support serves-to-sell actions or pass high-intent leads to sales teams.
• Ensure adherence to QA, documentation, and process standards.
• Handle customer queries independently with minimal supervision.
• Deliver strong performance on KPIs (quality, CSAT, productivity).
• Actively identify customer needs and enable sales opportunities.
• Maintain high-quality and compliant case documentation.

Requirements & Tech Stack

• International voice process experience
• B.Com or MBA in Finance
• Troubleshooting experience
• Strong product troubleshooting capability
• Experience handling international voice processes
• Versant B2+ to C1 preferred
• CRM proficiency
• Multi-channel handling capability

Good to Have

• Banking and Finance & Accounting (F&A) process experience
• Basic to intermediate accounting knowledge

Additional Information

• Notice Period: Immediate joiners or candidates who can join within 10–20 days
• Work Location: Hyderabad
• Shift: Night shift only; shifts start between 6:30 PM and 8:30 PM
• Employment Type: Fixed-Term Contract (FTC) – 1 year