Customer Support Specialist

Company Description Gyanis is an AI-powered education ecosystem that supports students beyond academics, focusing on learning, well-being, guidance, and access to educational resources. Serving K–12 and higher education learners, Gyanis integrates four connected products: personalized AI learning support (Gyanis Flow), voice-based expert guidance (Gyanis Vibe), a mental well-being platform with verified psychologists (Gyanis Aura), and a student-focused marketplace for educational resources (Onebyzero). The ecosystem is designed for diverse learners, supporting 14+ languages, including Indian regional languages, and remains accessible across varied learning environments and bandwidth conditions. Headquartered in Ajman, UAE, Gyanis operates across India, the UAE, and Malaysia, connecting students, teachers, psychologists, parents, and institutions into one unified education network.
Role Description The Customer Support Specialist is a full-time remote role responsible for assisting learners, parents, educators, and partners using Gyanis products. In this role, the specialist will respond to inquiries via chat, email, and phone, provide timely solutions, and guide users through product features and account-related issues. The specialist will troubleshoot basic technical problems, escalate complex issues to the appropriate teams, and document interactions to ensure accurate follow-up and knowledge sharing. Day-to-day responsibilities include maintaining high customer satisfaction, monitoring support queues, identifying recurring issues, and collaborating with product and engineering teams to improve the overall user experience. The role also involves contributing to support documentation, FAQs, and process improvements to streamline support operations.
Qualifications
Candidates should possess strong customer support and customer satisfaction skills, with a focus on empathetic, solution-oriented service.
Candidates should possess excellent interpersonal skills and clear communication abilities to interact effectively with diverse users and stakeholders.
Candidates should possess technical support skills, including the ability to understand product features, troubleshoot common issues, and guide users through resolutions.
Candidates should possess analytical skills to interpret support trends, identify root causes, and suggest improvements to processes and user experience.
Familiarity with support tools or ticketing systems, such as Zendesk or similar platforms, is beneficial.
Experience in EdTech, education, or SaaS environments is an advantage.
Ability to work independently in a remote setting, manage time effectively, and adapt to evolving workflows.
Proficiency in English; additional language skills, especially Indian regional languages or Arabic, are a plus.
Relevant diploma or degree, or equivalent practical experience in customer service or technical support.

Work arrangement
No