Customer Support Agent, AI SaaS

Join AutogenAI – Revolutionizing Bid and Proposal Writing with generative AI AutogenAI is a leader in Generative AI SaaS, transforming how organizations create and optimize 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 revolutionize 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 , 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'll work from our NYC Midtown office ~2 times per month, the rest of your time can be remote based in the following East Coast States: Pennsylvania, Rhode Island, New York, New Jersey, North Carolina, Virginia.

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. Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2 nd 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. 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.