Technical Sales Representative

Job summary

We are looking for a customer-focused and energetic Sr. Associate – Sales & Retention to deliver exceptional support, retention, and sales assistance for SaaS-based products through Phone and Chat channels. The role involves handling customer queries, guiding users on product usage and account management, identifying renewal opportunities, and ensuring a seamless customer experience.

The ideal candidate should possess strong communication skills, problem-solving ability, and a customer-first approach while maintaining high productivity and service standards.

Key Repsonsiblities

• Provide customer support and retention assistance for SaaS-based products via Phone and Chat.
• Resolve high-volume customer queries related to plans, billing, account access, and product usage.
• Guide customers on seat management, Admin Console navigation, and available support resources.
• Demonstrate product features such as Express and Firefly for everyday use cases including school projects and SMB content creation.
• Identify renewal opportunities, reinforce product value, and escalate at-risk accounts for retention actions.
• Accurately document customer interactions in CRM systems.
• Escalate complex or out-of-scope issues to the appropriate support tier as per process guidelines.

Deliver professional, empathetic, and timely customer service.

• Maintain productivity, quality, attendance, and first-contact resolution metrics.
• Collaborate effectively within the team and adhere to service-level agreements (SLAs).
• Follow data classification and security compliance guidelines.
• Use logical reasoning and data interpretation skills to identify customer trends and improvement opportunities.

Required Qualifications

• High School Diploma or equivalent; higher qualifications preferred.
• Excellent verbal and written communication skills.
• Global English proficiency at C1 level or above (CEFR framework).

Experience Required

1–3 years of experience in:

• International Sales
• International SaaS Sales

Work Schedule

• 24*7 Rotational shifts
• Mostly night shifts

Work Mode

Work from office