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, Hub Spot).

Basic technical troubleshooting and product demo skills.

Strong problem-solving, patience, and customer-first mindset.

Experience with AI-driven or Saa S 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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