Technical Support Representative

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.