Customer Support Specialist

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

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