Customer Support Analyst – Security & Compliance
London, England
At Algolia, we are passionate about helping developers and product teams connect their users with what matters most in milliseconds!
Algolia provides a search API used by thousands of customers in more than 100 countries, handling billions of search queries monthly.
Algolia seeks a Customer Support Specialist for its EMEA team to assist customers with security questionnaires as well as questions relating to security or compliance topics. The role involves handling questionnaires from customers which include questions on a wide variety of topics as well as handling support queries, escalating complex issues, contributing to knowledge bases, and advocating for customers to improve their experience. Support is delivered through our Support portal and Ticketing system.
As a Customer Support Analyst, you will partner with teams throughout the company to gather the information requested by our customers and manage internal knowledge bases used by the support teams. We have a hands-on culture, and expect you to roll up your sleeves and get to work answering complex questions that stand in the way of our customers’ success.
YOUR ROLE WILL CONSIST OF:
* Co-ordinating the response to Customer security questionnaires submitted by our customers
* Assisting the Level 1 team with first-line Support queries from customers
* Partnering with Product Teams and Engineering to develop subject matter expertise and serve as a product expert on security and compliance to the rest of the Support team.
* Maintaining and contributing to internal and external knowledge bases.
* Participating in internal projects to improve processes and tools.
REQUIREMENTS:
* 12+ months experience in Customer Support for SaaS enterprise software
* Ability to explain complex technical concepts clearly to diverse audiences
* Skill in handling and prioritizing multiple support tickets
* Strong verbal and written communication with empathy
* Experience escalating technical issues to advanced support teams
* Ability to handle and prioritize a portfolio of tickets at various stages of resolution.
* Excellent spoken and written English skills.
NICE TO HAVE:
* Familiarity with RESTful APIs
* Basic programming knowledge or interest in software development
WE'RE LOOKING FOR SOMEONE WHO CAN LIVE UP TO 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
FLEXIBLE WORKPLACE STRATEGY:
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 many of our team members have the autonomy to choose where they want to work and when.
While we have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest, we also offer many of our team members the option to work remotely either as fully remote or hybrid-remote employees. Please note that positions listed as "Remote" are only available for remote work within the specified country. Positions listed within a specific city are only available in that location - depending on the nature of the role it may be available with either a hybrid-remote or in-office schedule.
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