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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