Customer Support Specialist

Customer Support SpecialistLocation: HyderabadShifts: 24x7 rotational (6 days working)About Deccan AIAt 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 OverviewWe’re looking for a Customer Support Specialist who can support our users across Freshdesk, calls, and other communication channels. This role is perfect for someone who is proactive, calm under pressure, and passionate about solving problems the right way.Key ResponsibilitiesHandle 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 & ExperienceTechnical & Tool KnowledgeExperience with CRM tools (Freshdesk preferred).Familiarity with calling tools (Exotel, MyOperator, Aircall, or similar).Basic troubleshooting skills across common user issues.Communication SkillsStrong written and verbal communication in English.Ability to explain issues clearly and calmly.Empathy-driven, user-first mindset.Work SkillsAttention to detail and ownership mindset.Ability to multitask and manage time effectively.Comfortable working in fast-paced, high-volume environments.Experience0–2 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 experienceGrowth opportunities across CX, Quality, and Operations.A culture that values clarity, ownership, and doing right by the user.