Live Chat Agent

Autopilot, Sydney, Australia

Remarkable team. Remarkable software.

Duration: Full-Time

Autopilot is simple and visual marketing automation software trusted and loved by over 3,000 teams around the world. It helps marketers capture and convert new leads, connect with customers and create loyal repeat buyers. The best teams at Lyft, Atlassian, Microsoft, Instapage, LiveChat, Greenpeace, Patreon and Crunchbase all use Autopilot to automate their marketing.

To date our software has helped Australia promote the YES vote on gay marriage and say YES to equality. It’s given Greenpeace the data and tools they need to win activist campaigns. It’s helped Patreon connect and educate creators to give them new revenue streams. And it’s helped hundreds of startups tell their story and grow their businesses.

We’re a successful, fast growing and global company with offices in Sydney and San Francisco. We have thousands of remarkable customers, an extraordinary team and have wonderful investors like Blackbird, Rembrandt and Salesforce Ventures.

We are looking for a live chat agent to help our existing customers solve problems in our product. You’ll need to have a strong interest in marketing automation and be willing to become a product expert. You must be a messaging pro, have a conversational and positive tone of voice with customers and be able to type answers quickly and efficiently. You’ll need to explain hard concepts in simple ways and have a dedication to continually learn and improve your skills.

Since our customers are global you’ll need to enjoy early morning starts. We’ll need you to be reliable and be online between 6:00am and 3:00pm. This role would suit a graduate and is an entry level role with options to grow within the company.

Responsibilities:

Help customers solve their problems in live chat between 6:00am and 3:00pm Monday to Friday.
Become a product expert and stay up to date with all the latest product releases.
Learn common and complex Autopilot use cases and help making recommendations to customers to implement solutions.
Identify strategic accounts during chats and notify and communicate with their allocated customer success manager.
Be able to thoughtfully log support tickets when unable to solve people's problems with clear descriptions and documented steps for recreating the issue.

Requirements

At least 1 year experience in customer service
Demonstrated technical skills: understand HTML, CSS, domains, email marketing and other critical tech concepts.
Professional, courteous, reliable, quick learner
Demonstrated interest in marketing technology, marketing software or online marketing
Ideally experience with Zendesk and LiveChat software
Strong written and verbal communications skills with a passion for customer service
Demonstrated ability to effectively resolve customer issues - a genuine desire to help others
Previous support experience or related SaaS experience ideal

Perks of being an Autopilot-er

Join an international team of remarkable, innovative and social people
Own a part of Autopilot: every team member receives generous stock options
Generous paid time off policy
Great setup including a brand new computer of your choice
Long term opportunities to grow, learn and "needle move" your career

Before applying please make sure you have first tried Autopilot and understand our product. Failure to try the product will result in your application being immediately rejected.

About Autopilot

What we're about Our mission is to empower companies to create remarkable marketing journeys. Every day Autopilot helps companies of all sizes and industries to automate their marketing, rekindle old customer relationships, reach new audiences, and grow their bottom line. Our Story Autopilot was founded in 2012, by three Australian brothers, Mike, Chris, and Peter, while living in Bondi Beach, Australia. After years of pain and frustration stitching marketing tools and data together for some of Australia's leading tech companies, they recognized a clear gap in the market for marketing automation software that is as easy to use as a whiteboard, that plays nicely with other technologies, and can be tried and bought right over the web. Autopilot has grown rapidly to support millions of contacts, raise $32M in funding, and launch the industry’s first self-service, multi-channel marketing solution.