Apollo.io

Customer Support

Apollo.io

full-time

Posted on:

Origin:  • 🇲🇽 Mexico

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Job Level

JuniorMid-Level

Tech Stack

ApolloAWSSQL

About the role

  • Deliver exceptional customer experiences by leveraging deep product expertise and strong communication skills
  • Handle customer inquiries in digital and voice channels in our CRM of choice to provide technical and product support
  • Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively
  • Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge
  • Validate workflows with peers and identify patterns in customer feedback to inform internal discussions
  • Take ownership of ensuring customers understand key features and benefits aligned with their goals
  • Support Team Operations and Processes
  • Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT
  • Embody Apollo’s core values in daily work and contribute to the success of customers by collaborating across teams

Requirements

  • Minimum proven experience of 2 years in at least one entry-level tech support role (e.g., IT Support Specialist, Service Desk Technician, Technical Support Representative in a tech environment)
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues
  • Excellent communication skills, both written and verbal, with an empathetic approach
  • Demonstrated ability to manage time effectively and adhere to SLAs
  • Proficiency with support tools, including live chat, ticketing systems, and knowledge base management platforms
  • Familiarity with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends
  • Background in SaaS or technology-focused roles
  • Basic programming knowledge (e.g. SQL) to debug and analyze
  • Proficiency in tailoring technical explanations for non-technical audiences
  • Full English fluency
  • Must be a resident of Mexico
  • Experience with operating systems, particularly Windows and Mac OS
  • Ability to perform software troubleshooting for various applications
  • Familiarity with triage support and bug tracking
  • Preferred: Knowledge of Apollo’s products, features, and integrations
  • Preferred: Experience analyzing customer feedback to inform product or process improvements
  • Preferred: Familiarity with tools like Jira, Salesforce, and REST API integrations
  • Preferred: Relevant certifications (e.g., CSOP, ITIL, Postman API Fundamentals, SQL for Data Science)
  • Preferred: Educational background such as BSc in Electronics and Communications Engineering, MS in Data Science, or certifications (AWS, Zendesk, ScrumMaster)