Technical Support Representative
Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. Apollo.io is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us.
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.
What You’ll Love About Apollo
Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees’ careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it!