Customer Support Specialist, Australia

3 months ago

Melbourne, Australia AutogenAI Full time

AutogenAI is a leader in Generative AI SaaS, transforming how organisations create and optimize winning tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing companies in the industry, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors.

Our innovation stems from a belief that language technology will revolutionise business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI models tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets.

We drive AutogenAI’s growth by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions.

**Job summary**:
As a **Customer Support Specialist **at AutogenAI, you will be the first point of contact for our customers, ensuring they receive exceptional support and guidance on the AutogenAI platform. You will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with various teams to deliver a seamless customer experience. This role offers the opportunity to become an expert in our product, work cross-functionally with key departments, and directly contribute to customer satisfaction and retention.

**What you'll be responsible for**:

- **Categorizing and Prioritizing Inquiries**:Identify and categorize customer inquiries to ensure efficient handling and assignment, ensuring complex issues are escalated to the appropriate teams.
- **Documenting Solutions and Creating Resources**: Write and update support articles and documentation to help customers self-serve, reducing the volume of repeat inquiries.
- **Collaborating Across Teams**: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience.
- **Delivering Outstanding Customer Service**: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty.
- **Tracking and Monitoring Issues**:Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process.
- **Adhering to SLAs and KPIs**:Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality.

**What you'll bring to the team**:

- **Problem-Solving Skills**:You possess a natural aptitude for troubleshooting and enjoy finding creative solutions to complex customer issues, ensuring swift resolutions.
- **Customer-Centric Mindset**:A genuine passion for helping customers and a commitment to delivering exceptional service, ensuring they feel valued and heard.
- **Technical Proficiency**:Strong computer literacy and the ability to quickly learn new software, enabling you to navigate and understand the AutogenAI platform.
- **Effective Communication**:Excellent verbal and written communication skills, allowing you to convey complex information clearly and concisely to both customers and internal teams.
- **Adaptability and Initiative**:Thrive in a fast-paced environment, able to manage multiple tasks, and take initiative to improve processes and customer experiences.

**Requirements**:

- **Experience**:3+ years of experience in a customer support role, ideally within the SaaS or tech industry.
- **Industry Knowledge**: Familiarity with SaaS products, startups, and the customer support landscape, particularly in B2B environments.
- **Technical Skills**:Comfortable using support tools and platforms such as Asana, HubSpot, Slack, and ticketing systems.
- **Education**:A bachelor’s degree or equivalent experience, preferably in a related field.

**Preferred qualifications**:

- **Design Experience in SaaS or Tech**:Experience working within a SaaS or tech company, helping elevate a brand’s visual identity.
- **Event Design**:Experience designing event collateral and assets that help bring brand experiences to life.

**Benefits**
- **Competitive Salary**: Dependent on experience.
- **Stock Options**:Meaningful equity in the company.
- **Paid Time Off**: Unlimited annual leave (Yes, you read right)
- **Flexible Work Options**:This role will start remote, with the commitment to transition to Hybrid working (2 days per week in the office) when we establish our Melbourne office
- **Additional Perks**: Top-of-the-range laptop (Mac or Windows), company events to connect with teammates, and opportunities for continued professional development.

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