Customer Support Specialist

5 days ago

New Delhi, India Scry AI Full time

Position: Customer Support SpecialistLocation: India (Remote)Employment Type: Full-TimeSchedule: Monday to Friday, Day ShiftExperience: 2+ Years in Customer Support, Helpdesk, or Client SuccessCompany DescriptionScry AI is a research-led enterprise AI company that builds intelligent platforms to drive efficiency, insight, and compliance. Our platforms Collatio®, Auriga®, and Concentio® streamline complex workflows by automating data extraction, validation, reconciliation, and delivering real-time intelligence.We are seeking a Customer Support Specialist to provide high-quality support to our clients, ensuring the timely resolution of issues, smooth onboarding, and long-term customer satisfaction. This role combines communication skills, problem-solving ability, and familiarity with AI-driven support tools.Role OverviewAs a Customer Support Specialist, you will be the first point of contact for clients, helping resolve queries, troubleshoot issues, and provide product guidance.You will serve as a subject matter expert (SME) for Scry AI’s solutions such as Collatio® – Intelligent Document Processing, Auriga® – Knowledge Assistant, and Concentio® – Edge AI, assisting clients in effectively using our platforms.This role requires both customer service expertise and the ability to leverage AI tools to deliver proactive, data-driven, and empathetic support.Key ResponsibilitiesCustomer Support & Issue Resolution- Respond to customer queries via email, chat, and calls in a timely and professional manner. - Troubleshoot technical/product issues and escalate when required. - Document support tickets, resolutions, and follow-ups in the CRM/helpdesk system.- Product Guidance & Training - Assist clients with product setup, onboarding, and feature adoption. - Create help articles, FAQs, and knowledge base entries to improve self-service. - Conduct product walkthroughs and training sessions for users.AI-Driven Support (SME Role)- Leverage Auriga® to provide context-aware answers and quick resolutions. - Use Collatio® to extract relevant information from client documents during support cases. - Track support analytics (response times, resolution rates, CSAT) to identify improvement areas.Customer Success & Feedback- Ensure customer satisfaction (CSAT/NPS) by delivering consistent and empathetic support. - Capture customer feedback and share with product teams for enhancements. - Proactively identify adoption barriers and recommend solutions.Required Qualifications & Skills- 2+ years of experience in customer support, client success, or technical support roles. - Strong communication skills with fluency in English (additional languages a plus). - Familiarity with helpdesk/CRM systems (e.g., Zendesk, Freshdesk, HubSpot). - Basic technical troubleshooting and product demo skills. - Strong problem-solving, patience, and customer-first mindset. - Experience with AI-driven or SaaS product support preferred.Our Ideal Candidate- Is empathetic, resourceful, and proactive in resolving client issues. - Enjoys working with technology and can simplify complex solutions for users. - Thrives in a fast-paced environment while maintaining attention to detail. - Sees customer feedback as an opportunity to continuously improve.Tip for CandidatesIf you want to be part of building the future of AI-powered customer experience and client success, follow our page and stay updated on opportunities to grow with us.

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