Customer Support Specialist

We are looking for a Customer Support Specialist to join our EMEA Support team at Algolia. You will help enable our customers by answering product questions, assisting with account, billing, and usage issues, doing basic troubleshooting on technical issues, triaging incoming queries, and routing requests to other departments as appropriate. As a Customer Support Specialist, you will be on the front lines helping answer frequently asked questions using your own product knowledge and our product documentation. You will also assist with troubleshooting technical issues by ruling out common causes of problems and by gathering necessary information to enable our Developer Support Engineers to investigate and troubleshoot further. Finally, you will advocate on behalf of our customers with product teams inside Algolia, to help deliver a continuously improving customer experience.

Your role will consist of:

• 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.

You might be a fit if you have:

• 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.