Technical Support Consultant/Sr. Technical Support Consultant

DIN Engineering Services (DIN); Dadri; Hybrid; INR 600,000 - 900,000; Full time

Job summary

DIN Engineering Services LLP is seeking a Technical Support Consultant to work onsite at Noida, joining the SMB team and collaborating with the Client's ICX division. The role blends inbound sales with customer service to drive revenue growth and retention, leveraging cloud-based solutions and proactive engagement with customers.

The ideal candidate has strong communication skills, experience with CRM tools, and a customer-centric mindset to deliver exceptional experiences and expand product

Qualifications

• Graduate from a reputed university or equivalent experience in a relevant field.
• 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.
• Excellent communication and interpersonal skills to build value-based relationships with customers.

Responsibilities

• 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.
• 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.
• Highlight product features and benefits to encourage retention and satisfaction.
• Design personalized retention strategies to increase customer lifetime value.
• 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.
• Maintain and manage the sales pipeline using CRM tools, providing accurate forecasts and weekly performance reports.
• Analyze customer purchasing history and contracts to uncover expansion opportunities.
• Assist with order processing, returns, exchanges, customer account management, and product activation.

Skills

Customer focus

Solution selling

Retention strategy

Customer engagement

Effective communication

Multitasking

Data-driven decisions

Collaborative ownership

Education

Graduate degree

Tools

Salesforce CRM

Job description

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.