Customer Support Specialist

About the Role

The Customer Support Specialist is a full-time, on-site role based in New Delhi, focused on assisting users of Vayura’s web-based tools.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Assist users in resolving product, access, and basic technical issues.
• Maintain accurate records of interactions in support systems.
• Guide customers through tool features.
• Troubleshoot common problems.
• Escalate complex technical or compliance-related issues to the appropriate teams.
• Collaborate with product and technical staff to relay user feedback, identify recurring issues, and suggest improvements to documentation and workflows.
• Maintain consistent attention to customer satisfaction.
• Employ clear communication and a professional, solutions-oriented approach.

Requirements & Tech Stack

• Ability to work on-site in New Delhi.
• Comfort using ticketing systems, CRM platforms, and online communication tools.

Qualifications

• Strong Customer Support and Customer Satisfaction skills, with experience handling inquiries and resolving issues in a structured environment.
• Excellent Interpersonal Skills, including clear communication, active listening, and a customer-centric mindset.
• Ability to provide basic Technical Support for browser-based tools, including troubleshooting common user and access issues.
• Solid Analytical Skills to understand user problems, identify patterns, and propose practical solutions or escalation paths.
• Proficiency in English; knowledge of Hindi or other regional languages is an advantage.
• Prior experience in customer service, tech support, SaaS, or compliance/fintech environments is beneficial.
• Bachelor’s degree in any discipline or equivalent practical experience in a customer-facing role.
• Ability to manage multiple queries and maintain accuracy under time constraints.