Support Agent, AutogenAI

• 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
• Work schedule: We're hiring this role for some overlap with US timezone, so need to prioritise a candidates who can commit to work a standard schedule of 10am - 7pm UK time, Monday through Friday, with 1 hour for lunch

Desirable

• As a Customer Support Agent, 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 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