201 Customer Support Specialists jobs in Nagpur

• Respond to customer inquiries and resolve issues promptly and professionally via multiple channels (phone, email, chat).
• Provide technical support and troubleshooting assistance for product-related problems.
• Guide customers through product features, services, and account management.
• Process service requests, returns, and exchanges accurately.
• Document all customer interactions and resolutions in the CRM system.
• Identify and escalate complex issues to appropriate teams for resolution.
• Gather customer feedback and report trends to management to improve products and services.
• Maintain a high level of product knowledge and stay updated on new releases.
• Adhere to company policies and procedures regarding customer service.
• Contribute to team efforts by sharing knowledge and assisting colleagues.

• Proven experience in customer service or a similar support role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience and empathy when dealing with customer concerns.
• Proficiency with CRM software and helpdesk systems.
• Ability to multitask and manage time effectively.
• Basic technical aptitude and ability to learn new software quickly.
• High school diploma or equivalent; college degree is a plus.
• Experience in a hybrid work environment is beneficial.

• Respond to customer inquiries and provide assistance via phone, email, and live chat.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Educate customers on product features, services, and troubleshooting steps.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate departments or senior support staff.
• Identify opportunities to improve the customer experience.
• Contribute to building a knowledge base of common issues and solutions.
• Maintain a high level of customer satisfaction through professional and empathetic service.
• Adhere to company policies and procedures.
• Participate in team meetings and training sessions to enhance skills and knowledge.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Ability to multitask and manage time effectively.
• Proficiency with CRM software and helpdesk systems.
• Adaptability to learn new products and processes quickly.
• Team player with a positive attitude.
• Familiarity with basic technical troubleshooting is a plus.

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 to customer inquiries and provide technical support via phone, email, and chat channels.
• Diagnose and resolve hardware and software issues for customers.
• Guide customers through step-by-step solutions for common technical problems.
• Escalate complex issues to senior support staff or other departments when necessary.
• Document all customer interactions, issues, and resolutions in the support ticketing system.
• Contribute to the creation and maintenance of a comprehensive knowledge base of FAQs and troubleshooting guides.
• Identify recurring technical issues and provide feedback to product development teams for improvement.
• Educate customers on product features and best practices.
• Maintain a high level of customer satisfaction through efficient and empathetic service.
• Adhere to established service level agreements (SLAs) for response and resolution times.
• Assist in testing new product releases and providing feedback on usability.
• Stay updated on product knowledge and technical advancements.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 1-3 years of experience in a technical support or customer service role.
• Strong understanding of computer hardware, operating systems (Windows/macOS), and common software applications.
• Familiarity with networking concepts and troubleshooting is a plus.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Patience, empathy, and a strong customer-first attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with CRM or ticketing software (e.g., Zendesk, Freshdesk).
• A proactive approach to problem-solving and a willingness to learn.
• Ability to work collaboratively in a team environment.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Investigate and resolve customer complaints and technical issues, escalating to appropriate departments when necessary.
• Provide comprehensive product support and troubleshooting guidance.
• Maintain accurate records of customer interactions and transactions.
• Develop and update customer support documentation, FAQs, and knowledge base articles.
• Train and mentor junior support staff on best practices and company procedures.
• Analyze customer feedback to identify trends and areas for service improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Achieve and exceed key performance indicators related to customer satisfaction and resolution times.
• Stay up-to-date with product updates and industry best practices.

• Proven experience in a customer service or helpdesk role, with at least 3 years in a senior capacity.
• Excellent verbal and written communication skills in English and Hindi.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Demonstrated ability to remain calm and professional under pressure.
• Experience in training or mentoring team members is a plus.
• Familiarity with IT support principles and practices.
• High school diploma or equivalent; a college degree is preferred.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve complex technical and product-related issues.
• Escalate unresolved issues to appropriate departments or senior management.
• Maintain accurate customer records and interaction logs in the CRM system.
• Educate customers on product features and best practices.
• Develop and update customer support documentation and FAQs.
• Identify trends in customer issues and provide feedback to product development teams.
• Mentor and train new customer support representatives.
• Participate in team meetings and contribute to process improvement initiatives.
• Ensure a high level of customer satisfaction by providing outstanding support.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of experience in a customer service or technical support role.
• Proven ability to troubleshoot and resolve customer issues effectively.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in a team environment and independently.
• Experience in handling difficult customer situations with patience and professionalism.
• Familiarity with the client's industry is a plus.
• Availability to work a flexible schedule, including occasional weekends, as needed.