Customer Support Specialist

3 weeks ago

Pune, India Scry AI Full time

Position: Customer Support Specialist

Location: India (Remote)

Employment Type: Full-Time

Schedule: Monday to Friday, Day Shift

Experience: 2+ Years in Customer Support, Helpdesk, or Client Success


Company Description


Scry 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 Overview


As 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 Responsibilities


Customer 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 Candidates

If 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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