Customer Support Specialist

Customer Support Specialist

Location:

Shifts:

About Deccan AI

At Deccan AI, we take pride in delivering a smooth, supportive, and high-quality experience to every expert and partner on our platform. Our Customer Experience team is at the heart of this mission, ensuring every interaction is clear, timely, and handled with care.

Role Overview

Customer Support Specialist

Key Responsibilities

• Handle user queries through Freshdesk, email, chat, and phone support.
• Provide timely updates on tickets and ensure clear, empathetic communication.
• Follow defined SOPs while maintaining a high standard of user experience.
• Manage grievance and escalation cases with accuracy and professionalism.
• Work efficiently on Freshdesk or similar CRM tools.
• Tag, categorize, and track tickets according to internal workflows.
• Maintain clean documentation and follow-up trails.
• Investigate user issues by coordinating with internal teams (projects, QC, tech, product).
• Identify patterns and raise recurring issues proactively.
• Assist in process improvements based on user pain points.
• Make outbound calls when required for verification, follow-ups, or grievance handling.
• Adhere to 24x7 rotational shifts, including weekends/public holidays when required.
• Deliver SLAs consistently in response time, ticket handling, and resolution.
• Contribute to maintaining a high CSAT score.

Required Skills & Experience

Technical & Tool Knowledge

• Experience with CRM tools (Freshdesk preferred).
• Familiarity with calling tools (Exotel, MyOperator, Aircall, or similar).
• Basic troubleshooting skills across common user issues.

Communication Skills

• Strong written and verbal communication in English.
• Ability to explain issues clearly and calmly.
• Empathy-driven, user-first mindset.

Work Skills

• Attention to detail and ownership mindset.
• Ability to multitask and manage time effectively.
• Comfortable working in fast-paced, high-volume environments.

Experience

• 0–2 years in customer support, service desk, CX operations, or similar roles.

Why Join Us?

• Be part of a fast-growing AI operations ecosystem.
• Work with a supportive team obsessed with user experience
• Growth opportunities across CX, Quality, and Operations.
• A culture that values clarity, ownership, and doing right by the user.