Customer Support Specialist
Skills
Constructive FeedbackCustomer ExperienceCustomer SatisfactionCustomer SupportDocumentationTicketing SystemsTroubleshooting
What the job involves
The main requirements, responsibilities and hiring steps.
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
- Problem-solving
- Perseverance
- Trust
- Ownership
- Ability to receive feedback
- Ability to give feedback
- Care
- Humility
- Learning from others
- Putting ego aside
Day to day
- 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.
- Help answer frequently asked questions using your own product knowledge and our product documentation.
- Assist in 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.
- Advocate on behalf of our customers with product teams inside Algolia to help deliver a continuously improving customer experience.