Role description
Customer Support Specialist
Scry AIEmployment Type
: Full Time
Location
: Remote
Experience
: Customer Support, Client Support, Helpdesk, or Service 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 deliver high-quality support, resolve client issues, and ensure a seamless experience for users of Scry AI’s platforms. This role is critical in maintaining customer satisfaction and supporting long-term client relationships.
Role Overview
As a Customer Support Specialist at Scry AI, you will be responsible for handling customer queries, troubleshooting issues, and providing timely resolutions. You will work closely with product, engineering, and customer success teams to ensure efficient support and continuous improvement of customer experience.
This role is ideal for someone who is responsive, detail-oriented, and committed to delivering excellent service in a fast-paced, technology-driven environment.
Key Responsibilities
Customer Support & Issue Resolution
- Respond to customer inquiries via email, chat, or calls
- Troubleshoot issues and provide timely, effective solutions
- Ensure high-quality support and customer satisfaction
Ticket Management & Escalation
- Manage support tickets and track issue resolution
- Prioritize and escalate complex issues to relevant teams
- Ensure proper documentation of issues and solutions
Product Support & Guidance
- Assist customers in understanding and using products effectively
- Provide guidance on features, workflows, and best practices
- Support onboarding and initial product adoption
Collaboration & Feedback Loop
- Work closely with product and engineering teams
- Share customer feedback and recurring issues
- Support continuous improvement of products and support processes
Documentation & Process Improvement
- Maintain knowledge base articles and support documentation
- Identify trends in customer issues and suggest improvements
- Ensure adherence to support processes and SLAs
Required Qualifications and Skills
- Experience in customer support, helpdesk, or client-facing roles
- Strong communication and problem-solving skills
- Ability to troubleshoot and resolve technical or process-related issues
- Familiarity with support tools and ticketing systems
- Ability to manage multiple tasks and prioritize effectively
- Customer-focused mindset with attention to detail
Our Ideal Candidate
- Is responsive and customer-focused
- Can handle issues calmly and efficiently
- Is proactive in resolving problems and improving processes
- Communicates clearly with technical and non-technical users
- Thrives in a fast-paced, support-driven environment
- Is interested in AI, enterprise technology, and customer experience
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