Support Agent, AutogenAI

• 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, Datadog 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
• Technical Aptitude: Experience in reviewing, understanding and discussing programmatic log and trace results

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: You'll become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat
• Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2nd line support
• 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. Ability to provide timely and consistent updates to ticket requestors on the status
• 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
• 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
• Because this role overlaps with both US and APAC time zones, we work a rotating shift pattern - one week 8:00am–5:00pm UK time, the next week 10:00am–7:00pm (Monday-Friday, with a 1-hour lunch)