Customer Support Agent, Remote US East Coast

AutogenAI

1d • $55,000 - $65,000 • Remote

About The Position

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
This role must cover US East Coast hours between 8am - 5pm.

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 Zendesk, Slack, Datadog and Linear.
• Education: A bachelor’s degree or equivalent experience
• Work schedule: We're hiring our 2nd US based Agent and the hours are 8am-5pm East Coast timezone. Monday through Friday, with 1 hour for lunch.
• Technical Aptitude: Experience in reviewing, understanding and discussing programmatic log and trace results

Nice To Haves

• 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.

Responsibilities

• Providing Product Support: 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.
• Categorizing and Prioritizing 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.

Benefits

• Competitive Salary: $55,000 - $65,000 depending on specific experience and qualifications relevant to the role.
• Performance Bonuses: Opportunities for performance-based incentives
• 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 paid time off — we measure performance by outcomes, not hours logged
• Flexible Work Options: Remote
• Paid parental leave: 16 weeks for the primary caregiver, 4 weeks for the secondary caregiver (after one year of year of service)
• Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level