Technical Support Consultant/Sr. Technical Support Consultant

Position: Technical Support Consultant / Sr. Technical Support Consultant

Reports to: Manager / Sr. Manager
Business Unit: SMB Team
Location: Noida
Principal Employer: DIN Engineering Services LLP, while you will work onsite at the Client's office, closely collaborating with the Client's ICX team.

Overview:

Our Client is a global leader in digital experiences, enabling creativity, innovation, and business transformation through industry-leading cloud-based solutions. The organization serves millions of users worldwide with a comprehensive portfolio of creative, document management, and customer experience solutions.

DIN Engineering, founded in 1999, provides world-class, multi-platform and multi-discipline Engineering Design, Staffing & Workforce Services, and Solutions to global organizations.

• Strong 24/7 service delivery presence at Noida Special Economic Zone (NSEZ) and NCR.
• 12+ years of partnership with a leading global technology client, with 300+ professionals deployed across multiple lines of business.
• Enables organizations with bespoke staffing and workforce solutions to source and deploy specialized Engineering, IT, and Customer Support/Customer Experience talent at scale.
• Long-standing global client relationships spanning 20+ countries.
• ISO and ISMS certified.
• Recognized among the Best Engineering Services Companies and Best Places to Work by leading publications.

Role Overview:

This unified role integrates inbound sales and customer service responsibilities, focusing on driving revenue growth, enhancing customer satisfaction, and fostering long-term retention. The role is designed to deliver exceptional customer experiences while leveraging the Client's cloud-based software solutions. This profile ensures a comprehensive approach to customer engagement, revenue growth, and retention by combining the strengths of inbound sales and customer service.

Core Competencies

• Customer-Centric Mindset: Prioritize customer satisfaction by understanding and resolving issues with empathy and care.
• Digital Solution Selling: Proficiency in consultative selling, cross-selling, and up-selling the Client's SaaS solutions to meet customer needs.
• Retention Strategy & Churn Reduction: Expertise in identifying at-risk customers, designing personalized retention strategies, and increasing customer lifetime value through proactive engagement.
• Customer Engagement & Relationship Management: Build meaningful relationships across multiple touchpoints, ensuring a positive and seamless experience.
• Effective Communication: Ability to explain billing policies, subscription plans, and account settings while addressing objections tactfully.
• Adaptability & Multitasking: Agile in managing diverse customer profiles and high call volumes while maintaining service quality.
• Data-Driven Decision Making: Analytical ability to use customer insights, satisfaction metrics, and performance data to refine strategies.
• Collaborative Ownership: Work with specialized technical support teams for complex technical issues.

Key Responsibilities:

1. Customer Identification & Interaction

• Identify customer profiles in real time using CRM tools during live chats and calls.
• Build value-based relationships with customers through personalized engagement.
• Manage difficult situations with professionalism and empathy, escalating issues when necessary.

2. Revenue Generation & Growth

• Drive revenue by managing inbound sales inquiries and achieving quarterly sales targets.
• Identify opportunities to cross-sell and up-sell the Client's products based on customer needs and behavior.
• Recommend personalized product combinations or bundles to drive customer satisfaction and revenue.

3. Customer Retention

• Highlight product features and benefits to encourage retention and satisfaction.
• Design personalized retention strategies to increase customer lifetime value.

4. Product Expertise & Demonstrations

• Provide product demonstrations for deeper solution-oriented discussions to increase deal size.
• Stay updated on the Client's product offerings, new features, and emerging technologies to provide accurate information and recommendations.

5. Pipeline & Lead Management

• Maintain and manage the sales pipeline using CRM tools, providing accurate forecasts and weekly performance reports.

6. Customer Research & Expansion Opportunities

• Analyze customer purchasing history and contracts to uncover expansion opportunities.

7. Order Processing & Account Management

• Assist with order processing, returns, exchanges, customer account management, and product activation.

Education:

Graduate from a reputed university or equivalent experience in a relevant field.

Experience:

• 26 years in sales, account management, or customer service, preferably in SaaS or technology industries.
• Strong understanding of pipeline management and experience with Salesforce CRM.

Skills

• Excellent communication and interpersonal skills to build value-based relationships with customers.
• Working knowledge of cloud-based software products and creative productivity solutions is preferred.
• Strong analytical skills to manage reports and prioritize high-potential accounts for outreach.

Success Measures KPIs

• Revenue KPIs: Gross ARR, ARR per interaction/transaction, conversion rate, quota attainment.
• Customer Satisfaction KPIs: Unified satisfaction, save rate, retention rate.
• Operational KPIs: Average Handle Time (AHT), case resolution time.