Client Support Specialist

Employment Type: Full Time

Location: Remote

Experience: Client Support, Customer Service, Customer Success, Technical Support, or Client-Facing Roles

Company Description

Scry AI is a research-led enterprise AI company that builds intelligent platforms for BFSI, insurance, logistics, and industrial enterprises to improve 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 Client Support Specialist to manage client interactions, resolve product and service-related queries, and ensure clients receive timely and effective assistance throughout their relationship with Scry AI. This role is critical in maintaining client satisfaction and building long-term relationships with enterprise customers.

Role Overview

As a Client Support Specialist at Scry AI, you will serve as a key point of contact for clients using our enterprise AI platforms. You will handle client queries, coordinate issue resolution, provide product guidance, and work with internal teams to address technical and operational concerns.

This role is ideal for someone who communicates clearly, enjoys solving problems, and can manage client expectations professionally in a fast-paced technology environment.

Key Responsibilities

Client Communication & Support

• Respond to client queries through email, calls, meetings, and support channels
• Understand client concerns and provide accurate and timely responses
• Maintain professional communication throughout the issue resolution process

Issue Resolution & Escalation

• Investigate product, account, and service-related issues
• Troubleshoot common problems and provide appropriate resolutions
• Escalate technical or complex issues to product, engineering, or implementation teams
• Track escalated cases through closure and keep clients informed

Product Guidance & Client Assistance

• Help clients understand product features, workflows, and functionality
• Assist users with platform-related questions and common usage issues
• Support client onboarding, product adoption, and ongoing usage when required

Ticket Management & Documentation

• Log, categorize, and track client requests in CRM or ticketing systems
• Maintain accurate records of client interactions, issues, and resolutions
• Create and update FAQs, troubleshooting guides, and support documentation

Cross-Functional Coordination

• Work closely with product, engineering, implementation, sales, and customer success teams
• Share recurring client concerns and product feedback with relevant stakeholders
• Coordinate internally to ensure client requests are addressed within expected timelines

Client Experience & Process Improvement

• Monitor recurring support issues and identify opportunities for improvement
• Gather client feedback and communicate relevant insights to internal teams
• Contribute to improving support processes, response times, and service quality

Required Qualifications and Skills

• Experience in client support, customer service, customer success, or technical support roles
• Strong verbal and written communication skills
• Good troubleshooting and problem-solving abilities
• Ability to communicate effectively with both technical and non-technical stakeholders
• Experience with CRM, helpdesk, or ticket management systems is preferred
• Strong organizational and follow-up skills
• Ability to manage multiple client requests and priorities simultaneously

Our Ideal Candidate

• Is client-focused and solution-oriented
• Communicates professionally and confidently with enterprise customers
• Takes ownership of client issues through resolution
• Can coordinate effectively with multiple internal teams
• Remains organized while managing multiple requests and deadlines
• Is interested in AI, enterprise technology, and customer experience

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