Remote Customer Support Specialist Job in London, UK Algolia

Who you are

• 12+ months of experience in Customer Support preferably in SaaS enterprise software.
• Strong ability to explain complex technical concepts to diverse audiences.
• Proven capability in using product documentation and knowledge bases effectively.
• Excellent communication skills with compassion and empathy towards customers.
• Experience in escalating complex technical issues to higher level support teams.

Desirables

• RESTful APIs
• Javascript
• Python
• Technical Troubleshooting
• Open-source support
• Zendesk
• Shopify
• Magento
• Salesforce

What the job involves

• Assist customers by answering product and technical queries via web and email.
• Offer proactive support by anticipating customer needs beyond just answering questions.
• Contribute to internal and external support documentation and keep customers updated on their queries.
• Engage in professional and empathetic dialogues with customers for troubleshooting and information gathering.
• Collaborate with the wider Support team to enhance service processes and customer experience.