About the Role

We are looking for a proactive and technically inclined Customer Service Specialist to serve as the primary point of contact for our clients. You will be responsible for ensuring an exceptional customer experience by understanding client requirements, resolving technical and functional queries, conducting product walkthroughs, and building long-term customer relationships.

This role is ideal for someone who enjoys solving problems, learning new technologies, and helping customers get maximum value from AI-powered software products.

Key Responsibilities

- Respond to customer inquiries through email, phone, WhatsApp, and video meetings.
- Understand customer requirements and recommend the most suitable product features or workflows.
- Troubleshoot platform-related issues and coordinate with the technical team for timely resolution.
- Conduct product demonstrations, onboarding sessions, and customer training.
- Maintain regular communication with clients to ensure successful product adoption.
- Document customer issues, feature requests, and feedback for the product team.
- Track support tickets and ensure all issues are resolved within agreed timelines.
- Build and maintain strong client relationships through proactive follow-ups.
- Create and maintain knowledge base articles, FAQs, and user documentation.
- Collaborate with Product, Engineering, and Sales teams to improve customer experience.




- Identify upselling or cross-selling opportunities based on customer needs.
- Ensure high customer satisfaction and retention.

Required Qualifications

- Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
- 2+ years of experience in Customer Support, Customer Success, Technical Support, or Client Relationship Management.
- Excellent verbal and written communication skills in English.
- Strong interpersonal and relationship-building abilities.
- Ability to explain technical concepts in straightforward, customer-friendly language.
- Excellent problem-solving and analytical skills.
- Comfortable learning new software platforms and AI-based products.
- Strong organizational and time-management skills.

Preferred Skills

- Experience supporting SaaS or enterprise software products.
- Familiarity with AI tools, cloud-based applications, or software implementation.
- Basic understanding of APIs, databases, or software workflows.
- Experience using CRM platforms such as HubSpot, Zoho, Salesforce, or similar tools.
- Experience conducting customer training or product onboarding sessions.

What Success Looks Like

- High customer satisfaction (CSAT) scores.
- Timely resolution of customer issues.
- Strong customer retention and engagement.
- Successful onboarding of new clients.
- Effective collaboration with internal technical and product teams.Role & responsibilities

Preferred candidate profile

📌 Customer Service Specialist (Surat)
🏢 RSM Astute Consultech
📍 Surat