CSR (Software Application & Upsell)

Customer Support Representative (Software Application & Upsell)

Job Overview:

We are seeking a proactive and customer-focused Customer Support Representative (CSR) with strong experience in software application support and upselling. The ideal candidate will have prior experience handling US-based clients, possess excellent communication skills with a fluent US accent, and demonstrate strong coordination abilities within internal teams.

Key Responsibilities:

Provide end-to-end support for company software applications, ensuring a smooth and satisfactory client experience.

Handle inbound and outbound communication with US-based clients in a professional and confident manner.

Identify upselling opportunities and promote additional services or features based on client needs.

Manage and obtain proper client sign-offs on completed tasks, updates, or project milestones.

Oversee basic product maintenance coordination, including follow-ups with the technical team for bug fixes, updates, and enhancements.

Ensure timely responses to client queries, maintaining high standards of responsiveness and service quality.

Maintain detailed records of customer interactions, issues, and resolutions.

Coordinate effectively with development, sales, and project management teams to ensure smooth issue resolution.

Maintain long-term client relationships to improve retention and customer satisfaction.

Required Qualifications & Skills:

Must have fluent US accent with prior experience handling US-based clients.

Bachelor’s degree in Computer Science, Software Engineering, IT, or a related field.

Proven experience in software application support (SaaS or web/mobile applications preferred).

Strong understanding of client communication, follow-ups, and professional email etiquette.

Experience in managing client sign-offs and approvals for completed deliverables.

Knowledge of product lifecycle basics and ability to coordinate product maintenance activities.

Highly responsive with the ability to handle multiple client queries efficiently.

Strong communication and coordination skills within cross-functional teams.

Minimum 1-2 years of relevant experience in customer support or software application support roles.

Location: Shahrah e Faisal, Karachi

Timings: 6pm-3am (onsite)

Job Type: Full-time

Work Location: In person