Customer Support Specialist

4 weeks ago

Melbourne, Victoria, Australia AutogenAI Full time
Customer Support Agent Role at AutogenAI

We are seeking a highly skilled Customer Support Agent to join our team at AutogenAI. As a key member of our support team, you will be responsible for providing exceptional support to our customers, ensuring they receive timely and effective assistance with our platform.

Key Responsibilities:
  • Product Support: Provide expert-level support to customers, addressing their inquiries and resolving issues in a timely and professional manner.
  • Inquiry Categorization and Prioritization: Categorize and prioritize customer inquiries to ensure efficient handling and assignment, escalating complex issues to the appropriate teams.
  • Documentation and Resource Creation: Develop and maintain knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and support resolution time.
  • Collaboration and Communication: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience.
  • Customer Service Delivery: Strive to deliver outstanding customer service, providing a seamless, friendly, and effective support experience that builds trust and loyalty.
  • Issue Tracking and Monitoring: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process.
  • SLA and KPI Adherence: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality.
Requirements:
  • Experience: 3+ years of experience in a customer support role, preferably 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 Zendesk, Slack, and Linear.
  • Education: A bachelor's degree or equivalent experience.
Preferred Qualifications:
  • B2B Technical Support Background: Demonstrated success in a B2B technical support role within a SaaS company.
  • Computer Science Degree: A degree in computer science or related technical field is advantageous.
  • Bid Writing Familiarity: Experience with bid writing and the associated processes.

Benefits: Competitive salary, performance bonus, flexible work environment, impactful work, and opportunities for professional growth and development.

Work Environment: AutogenAI is a customer-centric innovation company that values ownership, continuous learning, and bold experimentation. We strive to create a diverse and inclusive workplace where everyone can thrive.

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