Senior Customer Support Specialist

Location: Hyderabad | Work Mode: 5 Days Work From Office

Experience: 35 Years

Reporting To: Head – Customer Success

Shift Flexibility: Morning to Afternoon Shifts based on Business Requirements

About PRMAI

PRMAI is an AI-powered enterprise platform transforming Procurement, Supply Chain, and Business Operations through intelligent automation and data-driven decision-making. We help organizations unlock operational efficiency, accelerate digital transformation, and create measurable business impact by combining domain expertise with cutting-edge Artificial Intelligence.

At PRMAI, innovation, customer obsession, and continuous learning are at the core of everything we do. We work with global enterprises and fast-growing businesses to solve complex operational challenges through scalable AI solutions.

If you are passionate about delivering exceptional customer experiences, solving business problems, and working in a fast-paced AI-driven environment, we invite you to be part of our growth journey.

Job Overview

PRMAI is looking for a highly motivated and customer-focused Senior Customer Support Specialist to join our Customer Success team. This role will be responsible for providing exceptional support to enterprise customers, ensuring timely issue resolution, driving customer satisfaction, and serving as a trusted partner throughout the customer lifecycle.

The ideal candidate should have experience supporting B2B SaaS products and possess a strong understanding of Supply Chain Management (SCM), Procure-to-Pay (P2P), Procurement Operations, or related enterprise business processes. Exposure to AI-enabled platforms and international customer interactions will be a significant advantage.

This position offers an exciting opportunity to work closely with customers, product teams, implementation consultants, and engineering teams while contributing directly to customer success and business growth.

Key Responsibilities

Customer Support & Issue Resolution

- Act as the primary point of contact for customer support requests and product-related queries.




- Manage and resolve customer issues within defined SLA timelines.
- Perform detailed issue analysis, troubleshooting, and root cause identification.
- Escalate complex issues to Product, Engineering, or Implementation teams when required and ensure timely closure.

Customer Success & Relationship Management

- Build strong relationships with customers and become a trusted advisor for product adoption and utilization.
- Monitor customer health and proactively identify potential risks or improvement opportunities.
- Ensure high customer satisfaction through effective communication and problem resolution.
- Support customer retention efforts by delivering a superior support experience.

Product & Process Expertise

- Develop deep expertise in PRMAI's platform, workflows, and AI-enabled capabilities.
- Guide customers on best practices, product features, and process optimization.
- Assist customers with onboarding, user training, and adoption initiatives whenever required.
- Create and maintain knowledge base articles, FAQs, and support documentation.

Cross-Functional Collaboration

- Work closely with Customer Success, Product Management, Engineering, QA, and Implementation teams.
- Provide customer feedback and enhancement recommendations to internal stakeholders.
- Participate in product testing and validation activities when required.

Operational Excellence

- Maintain accurate records of customer interactions, issue status, and resolutions.
- Track support metrics and contribute to continuous improvement initiatives.
- Support process standardization and automation efforts within the Customer Success function.

Key Skills

Functional Skills

- Customer Support Management
- Customer Success & Relationship Management




- Incident & Ticket Management
- Root Cause Analysis (RCA)
- SLA Management
- Enterprise Application Support
- Business Process Understanding (SCM / Procurement / P2P)

Technical Skills

- Experience supporting B2B SaaS applications
- Familiarity with CRM and ticketing platforms
- Understanding of APIs, integrations, workflows, and SaaS environments
- Knowledge of AI-powered products and platforms is preferred
- Ability to interpret logs, system behavior, and user-reported issues

Soft Skills

- Excellent verbal and written communication skills
- Strong stakeholder management abilities
- Customer-centric mindset
- Problem-solving and analytical thinking
- Attention to detail and ownership-driven approach
- Ability to work independently in a dynamic environment

Preferred Qualifications

- Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, Supply Chain, or a related discipline.
- 3–5 years of experience in Customer Support, Customer Success, Product Support, Application Support, or a similar customer-facing role.
- Experience in B2B SaaS environments is mandatory.
- Preferred domain exposure in:
- Supply Chain Management (SCM)
- Procure-to-Pay (P2P)
- Procurement Technology
- Enterprise Digital Transformation Platforms

- Exposure to AI tools, Generative AI platforms, or AI-driven products is highly desirable.
- Experience handling both domestic and international customers is preferred.
- Familiarity with enterprise customers and global support processes will be an advantage.

Why Join PRMAI?

- Work at the forefront of AI and enterprise innovation.
- Opportunity to engage with global customers and enterprise-scale implementations.
- Cooperative, learning-focused, and growth-oriented culture.
- Exposure to cutting-edge technologies and business transformation initiatives.
- Accelerated career growth in a rapidly expanding AI-powered SaaS organization.

Join PRMAI and help redefine the future of customer experience through AI-driven innovation and exceptional service excellence.

📌 Customer Support Specialist (Telangana)
🏢 Acads360 India
📍 Telangana