Customer Service Specialist

Rsm Astute Consultech; Surat; On-site; INR 500,000 - 900,000; Full time

Job summary

Rsm Astute Consultech in Surat, Gujarat, is seeking a proactive Customer Service Specialist to be the primary client contact, understand requirements, resolve technical queries, and drive value from our AI-powered software.

You will conduct product demos, onboarding, training, and regular check-ins, document issues and feedback, collaborate with Product, Engineering and Sales, and identify upsell opportunities while ensuring high customer satisfaction.

Qualifications

• Bachelor's degree in Business, IT, CS or related field.
• 2+ years in customer support, customer success, technical support or client relations.
• Excellent English communication skills (verbal and written).
• Ability to explain technical concepts in simple terms for customers.
• Willingness to learn AI-powered software and platforms.

Responsibilities

• Respond to customer inquiries via email, phone, WhatsApp, and video meetings.
• Understand customer requirements and suggest suitable product features or workflows.
• Troubleshoot platform issues and coordinate with technical team for resolution.
• Conduct product demonstrations, onboarding sessions, and customer training.
• Maintain regular communication to ensure product adoption and satisfaction.
• Document customer issues, feature requests, and feedback for the product team.
• Track support tickets and ensure timely resolution.
• Collaborate with Product, Engineering, and Sales to improve customer experience.
• Identify upsell or cross-sell opportunities based on customer needs.

Skills

English fluency

Customer focus

Problem solving

Technical aptitude

SaaS experience

Education

Bachelor's degree

Tools

HubSpot CRM

Zoho CRM

Salesforce

Job description

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 simple, 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