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Customer Support Specialist

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Algolia

1mo ago

Applications are closed

  • Job
    Full-time
    Junior Level
  • IT & Cybersecurity
  • London
    Remote

Requirements

  • 12+ months of experience in Customer Support, supporting SaaS enterprise software.
  • A strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience.
  • Demonstrated experience using product documentation and knowledge bases to provide product support.
  • The ability to handle and prioritize a portfolio of tickets at various stages of resolution.
  • Effective verbal and written communication skills demonstrating compassion and empathy towards customers.
  • Experience effectively escalating complex technical issues to second and third line support teams.
  • NICE TO HAVE:
  • Familiarity with RESTful APIs and experience supporting their use.
  • Experience with at least one programming language like Javascript, Python, etc. or Interest in learning more about software development
  • Experience with technical troubleshooting.
  • Experience supporting open-source projects & their GitHub communities.
  • Experience using a ticketing system like Zendesk.
  • Experience with Shopify, Magento, and Salesforce a plus
  • WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:
  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment.
  • TRUST - Willingness to trust our co-workers and to take ownership.
  • CANDOR - Ability to receive and give constructive feedback.
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company.
  • HUMILITY - Aptitude for learning from others, putting ego aside.

Responsibilities

  • Handling product questions and technical queries via web, and email support channels.
  • Anticipating customer needs, not just answering questions.
  • Writing and contributing to internal and external support documentation and processes..
  • Providing customers with regular updates regarding their support queries.
  • Conducting professional and empathetic conversations with customers to gather information, troubleshoot, and resolve technical issues or escalate to Developer Support Engineers when necessary.
  • Collaborating with the wider Support team to refine processes and improve the way we work.

FAQs

What is the primary role of a Customer Support Specialist at Algolia?

The primary role of a Customer Support Specialist at Algolia is to assist customers by answering product questions, resolving account and billing issues, troubleshooting technical problems, and routing queries to appropriate departments. They act as the first line of support, utilizing product knowledge and documentation to enable customers effectively.

What types of inquiries will a Customer Support Specialist handle?

A Customer Support Specialist will handle product questions and technical queries through web and email support channels, anticipate customer needs, and provide updates on their support queries.

What qualifications and experience are required for this position?

Candidates should have at least 12 months of experience in Customer Support, particularly with SaaS enterprise software, a strong desire to help solve problems, effective communication skills, and the ability to prioritize and manage multiple support tickets.

Is technical knowledge required for this position?

While deep technical knowledge is not mandatory, familiarity with RESTful APIs, programming languages like JavaScript or Python, and experience with technical troubleshooting are considered advantageous.

What tools or systems will I be expected to use in this role?

Experience with ticketing systems like Zendesk, as well as knowledge of e-commerce platforms such as Shopify, Magento, and Salesforce, is a plus for this position.

What values does Algolia prioritize for its Customer Support team?

Algolia seeks professionals who embody values such as GRIT (problem-solving and perseverance), TRUST (ownership and teamwork), CANDOR (constructive feedback), CARE (genuine concern for clients and team members), and HUMILITY (willingness to learn from others).

How will Customer Support Specialists contribute to improving the customer experience?

They will advocate for customers with product teams, assist in refining processes, and collaborate with the wider Support team to enhance the overall customer experience continuously.

What is the work environment like for a Customer Support Specialist at Algolia?

The work environment is fast-paced and collaborative, requiring the ability to adapt to changes while delivering high-quality support to customers and working effectively with team members.

What should I expect during the application process?

Candidates can expect to go through a typical hiring process that includes submitting an application, possibly participating in interviews, and demonstrating their skills and fit for the team culture aligned with Algolia's values.

Algolia

Relevant, scalable, and blazing-fast AI-powered search and discovery experiences

Technology
Industry
501-1000
Employees
2012
Founded Year

Mission & Purpose

Algolia is the world’s only end-to-end AI search and discovery platform. The company delivers a combination of market-leading natural language processing and keyword via vector search – all uniquely packaged on a single API and supported by hyperscale indexing. The company’s vision, mission and purpose is ‘Powering Discovery’. Algolia achieves its vision by enabling more than 17,000 customers including Under Armour, Lacoste, Stripe, WW, Walgreens, Tag Heuer, Hershey, Harry Rosen, AllTrails and Rugs.com, to build blazing fast and relevant search and discovery experiences for their in-app users and/or online visitors (using any web, mobile or voice device) – by surfacing the desired content instantly and at scale. Algolia powers 1.75 Trillion search requests a year or more than 30 Billion a week – that’s four times more than the combined volume of Bing, Yahoo, DuckDuckGo, Baidu and Yandex). Algolia is used by one in six online users and more than 5 million developers a month. At the core of Algolia’s platform is hyper-scalability. During the 2022 Black Friday/Cyber Monday weekend, Algolia handled more than 100,000 search interactions a second without a single failure. One customer, Gymshark, experienced 15,000 queries per second with zero interruption to service. According to a Forrester Consulting study, customers gain a 382% Return on Investment with less than a 6 month payback period when deploying the Algolia Search and Discovery platform. Founded in 2012 in Paris, the company grew and subsequently moved its headquarters to San Francisco to expand its operations and penetrate the North American market.