Engagement Lead

Job Title: Lead Engagement & Qualification Specialist (IT/Software Industry)

Job Summary:

We are seeking a highly motivated and tech-savvy professional with experience in the Software and IT industry to manage and qualify incoming leads, live chat interactions, and web inquiries. The ideal candidate will have strong communication skills, a good understanding of software products or services, and the ability to quickly identify and engage potential customers. A background in commerce or related fields will be considered an added advantage, as this role requires business understanding in addition to customer handling.

Key Responsibilities:

• Lead Management:

• Monitor and respond promptly to inbound leads from various sources (website forms, email, live chat, CRM, etc.).
• Qualify leads based on predefined criteria (budget, need, timeline, decision-making authority).
• Assign or escalate qualified leads to the appropriate sales or technical teams.

• Live Chat & Web Inquiries:

• Engage with website visitors through real-time chat, offering product information, answering queries, and initiating conversations.
• Convert casual web visitors into qualified prospects by understanding their pain points and use cases.

• CRM & Data Management:

• Log all lead interactions and data accurately into CRM tools (e.g., HubSpot, Salesforce, Zoho).
• Ensure timely follow-up and tracking of lead status and pipeline movement.

• Customer Interaction:

• Provide a professional and helpful first point of contact for potential clients.
• Educate leads about company products, solutions, and services to generate interest and schedule demos or calls with sales teams.

• Reporting & Insights:

• Generate weekly/monthly reports on lead volume, conversion rates, response times, and common customer queries.
• Work with sales and marketing teams to provide feedback on lead quality and content optimization opportunities.

Required Skills & Experience:

• 2+ years experience in the Software/IT industry in a sales support, lead management, customer service, or inside sales role.
• Strong understanding of software development, SaaS, or IT services preferred.
• Excellent written and verbal communication skills.
• Experience using CRM systems, chat tools, and lead tracking platforms.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong attention to detail and problem-solving skills.

Preferred Qualifications:

Bachelor’s degree in Commerce, Business Administration, Information Technology, or a related field.

commerce background

• Experience working with software products, SaaS platforms, or IT services is a plus.

What We Offer:

• Competitive salary and performance-based incentives
• Opportunity to work with a dynamic team in a growing tech company
• Training and growth opportunities in sales and technology
• Flexible working hours / remote working options