Join AutogenAI - Revolutionising Bid and Proposal Writing with generative AI AutogenAI is a leader in Generative AI, 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 clients 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.
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. You will also work to support your local APAC teammates with ad hoc first-line technical support for basic IT-related queries, assisting with troubleshooting hardware, software, and access issues.
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.
- Supporting In-house IT Queries: Act as the first point of contact for basic IT support queries from our APAC team, including troubleshooting hardware, software, and network issues, and assisting users with password resets and account access.
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.
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, 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.
- IT Support Experience: Previous experience in an IT support or helpdesk role, with familiarity in Windows/macOS operating systems, Microsoft 365, and service desk environments.
- Bid Writing Familiarity: Experience with bid writing and the associated processes.
Compensation and Benefits: - Competitive Salary: AUD 74,000 - AUD 90,000 gross per annum, depending on specific experience and qualifications relevant to the role.
- Performance Bonuses: Opportunities for performance-based incentives.
- Stock Options: Meaningful equity in the company.
- Health and Wellbeing: Comprehensive insurance and wellness programs.
- Paid Time Off: Unlimited vacation (Yes, you read right!)
- Flexible Work Options: Enjoy flexible working conditions with the option to work remotely.
- Innovative Culture: Be part of a supportive and dynamic team at the forefront of AI technology.
- Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.
Our Principals - Culture in Action: - Customers, Customers, Customers - We win when our customers win. We speak their language, understand their needs, and believe in our product because we use it ourselves.
- Make It Happen - We act with urgency, take initiative, and focus on outcomes. If something needs doing, we do it-asking for forgiveness, not permission.
- Learn & Adapt - We embrace curiosity, continuous learning, and bold experimentation. Facts change, so we change our minds. Failures are lessons that push us forward.
- We Are All Owners - We own challenges, break the rules when necessary, and value reasoning over authority. No blame, just problem-solving.
- Raise the Bar - Good enough isn't enough. We push boundaries, move fast, and believe there's always a next level.
- Respect & Inclusion - Different perspectives make us stronger. We listen first, act with integrity, and always do what we say we will.
- Trust & Transparency - We are open, honest, and direct. Feedback flows freely, knowledge is shared, and we assume positive intent.
To apply, please submit your resume and a cover letter detailing your relevant experience and why you're excited about joining AutogenAI.
