Customer Support Specialist

4 days ago

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AutogenAI

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Description

• Join AutogenAI – Revolutionising Bid and Proposal Writing with generative AI • 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. • Providing Expert Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, live chat, and support tickets. • 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.

Benefits

• Competitive Salary: Based on experience and qualifications • Stock Options: Meaningful equity in the company. • Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account. • Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions. • Paid Time Off: Unlimited vacation (Yes, you read right!) • Flexible Work Options: Remote role based in MST. • Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service) • Additional Perks: Top-of-the-line laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.