Customer Support Specialist

Employment Type: Full Time

Location: Remote

Experience: Customer Support, Technical Support, Client Support, or Service Operations Roles

Company Description

Scry AI is a research-led enterprise AI company that builds intelligent platforms for BFSI, insurance, logistics, and industrial enterprises to drive efficiency, insight, and compliance. Our product suite includes Auriga for conversational AI, Collatio for document intelligence, and Concentio for cognitive IoT and operational intelligence. These platforms help clients convert complex, fragmented data into actionable enterprise intelligence.

We are looking for a Customer Support Specialist to provide high-quality customer assistance, resolve platform-related issues, and ensure a seamless support experience across Scry AI's solutions. This role is critical in maintaining customer satisfaction, operational continuity, and long-term client relationships.

Role Overview

As a Customer Support Specialist at Scry AI, you will be responsible for managing customer interactions, troubleshooting issues, and ensuring timely resolution of support requests. You will work closely with product, engineering, and customer success teams to improve support workflows and enhance customer experience.

This role is ideal for someone who is customer-focused, detail-oriented, and comfortable handling technical and operational queries in a fast-paced environment.

Key Responsibilities

Customer Assistance & Issue Resolution

• Respond to customer queries through email, chat, calls, or support platforms
• Troubleshoot product, platform, or workflow-related issues
• Ensure timely and effective issue resolution

Support Ticket & Escalation Management

• Manage support tickets and track issue progress
• Escalate complex issues to relevant technical teams when required
• Maintain accurate documentation of support interactions and resolutions

Product Guidance & User Support

• Assist customers in understanding platform features and workflows
• Provide guidance on product usage and best practices
• Support onboarding and user adoption processes

Cross-Functional Collaboration

• Work closely with product, engineering, and customer success teams
• Share recurring customer feedback and support trends
• Contribute to improving support workflows and user experience

Documentation & Knowledge Management

• Maintain support documentation and knowledge base content
• Create FAQs and troubleshooting resources for common issues
• Ensure consistency in support communication and processes

Required Qualifications and Skills

• Experience in customer support, technical support, or client service roles
• Strong communication and problem-solving skills
• Ability to troubleshoot and resolve operational or technical issues
• Familiarity with ticketing systems and customer support tools
• Strong organizational and multitasking abilities
• Customer-focused mindset with excellent attention to detail

Our Ideal Candidate

• Responsive and customer-oriented with a strong commitment to service excellence
• Able to manage support issues calmly and efficiently under pressure
• Proactive in identifying, analyzing, and resolving recurring problems
• Communicates clearly and effectively with both technical and non-technical users
• Thrives in a fast-paced, support-driven environment
• Passionate about AI, enterprise technology, and delivering exceptional customer experiences

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