Customer Support Agent

Join AutogenAI – Revolutionising Bid and Proposal Writing with generative AI AutogenAI is a leader in Generative AI SaaS, transforming how organisations create and optimise winning bids, tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, 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 customers to grow faster and more efficiently by delivering bespoke AI language engines 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. Location:We have office sites in the Gold Coast, Sydney and Melbourne, with the Gold Coast being the head office for our APAC operations. We encourage flexibility, our employees work a combination of hybrid and in our office locations. This role is preferably based close to the Gold Coast or Melbourne offices.  Job summary:As a Customer Support Agent 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: Providing Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat.  Categorising and Prioritising Inquiries: Identify the priority of customer inquiries and categorise them to ensure efficient handling and assignment. Ensure that complex issues are escalated to the appropriate teams.  Documenting Solutions and Creating Resources: Write and update knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and Support's resolution time..  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 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: Able to manage multiple tasks, and take initiative to improve processes and customer experiences.  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 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.  Competitive Salary: AUD 74,000 - AUD 90,000 gross per annum, depending on specific experience and qualifications relevant to the role Performance Bonus: Opportunity to earn a 10% performance based bonus annually Flexible Work Environment: Enjoy flexible working conditions with the option to work remotely.  Impactful Work: Contribute to significant research that influences governmental policies and business strategies.  Innovative Culture: Be part of a supportive and dynamic team at the forefront of AI technology.  Professional Growth: Opportunities for learning and development in the rapidly evolving field of AI.  Work environment: Customer-Centric Innovation: We thrive on understanding and acting on our customers' needs, believing that their success drives our success.  Ownership & Impact: Everyone takes initiative, owns challenges, and moves quickly to deliver results, often breaking the rules to do what's right. Continuous Learning & Bold Experimentation: We embrace change, celebrate learning from failures, and always push the boundaries to raise the bar.  Transparency & Trust: We value open, honest communication, with feedback and collaboration at the core of everything we do. Inclusive & Respectful: Different perspectives drive us forward, and we act with integrity, always doing what we say we'll do.  Application instructions:Excited to join us? Send your resume and a cover letter sharing how you can contribute to our mission Equal Opportunity Employer Statement:AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by Australian federal, state, or local laws. As an Equal Employment Opportunity employer, we provide equal opportunities to all employees and applicants without regard to race, colour, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other legally protected characteristic. At AutogenAI, we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will be happy to assist you. 
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