Hybrid Customer Support Specialist Customer Support Specialist with verification
Algolia · London, England, United Kingdom (Remote) · nan, · Hybrid
About the job
At Algolia, we are passionate about helping developers & product teams connect their users with what matters most in milliseconds! Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries. Billions of search queries are answered every day thanks to the code we push every day into production.
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
Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.
We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.
About Us
Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.
Who We're Looking For
We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.
READY TO APPLY?
If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!
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.
- 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.
- 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
- 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.
Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.
We have a global presence with physical offices in San Francisco, NYC, Paris, London, Sydney and Bucharest.
About Us
Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.
Who We're Looking For
We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We're committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.
READY TO APPLY?
If you share our values and our enthusiasm for building the world’s best search & discovery technology, we’d love to review your application!
