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 or technical support
* 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.
