269 Customer Support Specialist jobs in Lucknow

• Respond to customer inquiries and resolve issues via phone, email, and other communication channels.
• Provide accurate product and service information to customers.
• Troubleshoot technical problems and guide customers through solutions.
• Escalate unresolved issues to senior staff or relevant departments.
• Document customer interactions, complaints, and feedback accurately in the CRM system.
• Identify and report trends in customer inquiries to help improve products and services.
• Build and maintain strong customer relationships by providing outstanding service.
• Process customer requests, orders, or issues in a timely manner.
• Adhere to company policies and procedures for customer support.
• Contribute to team efforts by achieving personal and team goals.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service or support role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Patience and empathy when dealing with customer concerns.
• Proficiency in using CRM software and other support tools.
• Ability to multitask and manage time effectively.
• Familiarity with (mention a relevant industry/product area, e.g., software, retail, telecommunications) is a plus.
• Ability to work independently and as part of a collaborative team.
• Commitment to providing excellent customer experiences.

• Respond to customer inquiries and resolve issues promptly via phone, email, and chat.
• Provide technical assistance and troubleshooting for product-related problems.
• Document all customer interactions accurately in the CRM system.
• Identify and escalate complex customer issues to relevant teams.
• Educate customers on product features, services, and best practices.
• Gather customer feedback and contribute to service improvement initiatives.
• Maintain a high level of customer satisfaction through effective problem-solving.
• Adhere to company policies and procedures in handling customer requests.
• Participate in team meetings and training sessions.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service, technical support, or a similar role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Familiarity with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• Patience, empathy, and a customer-centric attitude.
• Ability to work collaboratively in a hybrid environment.
• Basic technical aptitude for troubleshooting.

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.

• Respond promptly and professionally to customer inquiries regarding technical issues via multiple communication channels (email, chat, phone).
• Diagnose and troubleshoot software-related problems, providing clear step-by-step solutions.
• Escalate complex technical issues to appropriate internal teams (e.g., development, engineering) when necessary.
• Document customer interactions, technical issues, and resolutions accurately in the ticketing system.
• Create and maintain knowledge base articles, FAQs, and troubleshooting guides to empower customers and support colleagues.
• Educate customers on product features and best practices to enhance their user experience.
• Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
• Assist in user acceptance testing (UAT) for new product releases and updates.
• Achieve and maintain target metrics for response times, resolution rates, and customer satisfaction scores.
• Stay up-to-date with product knowledge and technical advancements.

• Proven experience in a technical customer support or helpdesk role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and CRM software.
• Ability to multitask, prioritize, and manage time effectively in a remote work environment.
• A patient, empathetic, and customer-focused attitude.
• Experience with (mention a specific relevant technology, e.g., SaaS platforms, cloud services, or a specific software type) is highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Self-motivated and able to work independently with minimal supervision.
• A genuine interest in technology and helping others.

• Respond to customer inquiries via phone, email, and chat in a prompt and professional manner.
• Diagnose and resolve technical issues related to our products and services.
• Provide clear and concise instructions and guidance to customers on product usage.
• Escalate complex issues to appropriate technical teams when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Proactively identify potential customer issues and offer solutions.
• Assist in the creation and maintenance of knowledge base articles and FAQs.
• Gather customer feedback and report trends to the product and development teams.
• Ensure customer satisfaction by delivering high-quality support and timely resolutions.
• Collaborate with team members to share knowledge and improve support processes.

• High school diploma or equivalent; Bachelor's degree in a relevant field is a plus.
• 1-3 years of experience in a customer service or technical support role.
• Proficiency in troubleshooting common technical issues.
• Excellent verbal and written communication skills in English and Hindi.
• Strong active listening and problem-solving abilities.
• Ability to explain technical concepts in an easy-to-understand manner.
• Familiarity with CRM software and ticketing systems.
• Patience, empathy, and a customer-centric approach.
• Ability to work effectively in a hybrid work model, balancing remote and in-office responsibilities.
• A proactive attitude and a willingness to learn new technologies.

• Provide advanced technical support and customer service to clients via email, chat, and phone.
• Troubleshoot and resolve complex product-related issues for customers.
• Guide customers through product features and functionalities, ensuring optimal usage.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Contribute to the development and maintenance of the company's knowledge base and support documentation.
• Identify trends in customer inquiries and provide feedback to product and engineering teams.
• Escalate critical issues to appropriate departments when necessary.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Mentor and assist junior support team members.
• Proactively identify opportunities to improve the customer support process.

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 4 years of experience in customer support or technical support, preferably in a SaaS environment.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent written and verbal communication skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and support ticketing systems.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• A genuine passion for customer success and providing outstanding support.