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Technical Support Representative
Apollo.io
Posted on 6/21/2024
Description

The Technical Support team member is part of the Customer Support department and is primarily responsible for inbound inquiries via email. This individual must have professionalism, patience, and a people-first attitude, while attention to detail is a must. The TSR will be responsible for assisting Apollo users by providing specialized service to answer technical and product inquiries, diagnose bugs and troubleshoot while providing a stellar customer experience.

Provide a world-class support experience through their technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership.

 

* 3+ years of experience in customer support or customer support & sales (cross sales, SDR and similar), customer success, or similar;

* Has experience working in a fast-paced environment, while delivering high-quality work exceeding the goals;

* Proactive, fast learner;

* Highly empathic, can read customers and adjust responses to the situation; 

* Collaborative, knows when to ask questions and escalate without inconveniencing others with trivial things;

* Always puts the customer first, solves for the root cause not only the effect;

* Previous experience with multi-channel support (email, chat and/or phone);

 * Working experience with Salesforce, Zendesk, and Intercom (or similar tools);

* Excellent written and verbal communication skills;

* Experience working a set schedule, and managing their own time efficiently;

* Willing to work on weekends.

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