Customer Support Representative
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Posted about 4 years ago
The Customer Support team is looking for a remote (work-from-home), self-starting all-star who can be a coach to to our customer base to ensure they’re finding success with Apollo.
Apollo is a wired-for-remote team headquartered in San Francisco, California with 50%+ of the team working from around the world. This role is 100% remote (work-from-home)
About the Role
We’re looking for a Customer Support Specialist to be a core contributor to building a world-class support organization. Our ideal candidate is someone who truly cares about client success, could quickly grow into a leadership role, is technically savvy, and has experience teaching and troubleshooting software.
The Customer Support Specialist will be responsible for managing customer support requests via email, chat, and phone. As a Customer Support Specialist, you’ll also help create and edit help center content for employees and customers, as well as interface with product and engineering to help improve the platform.
Responsibilities:
- Apply your technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues.- Understand the Apollo product and databases better than anyone else in the world.
- Manage and effectively resolve customer support requests using email, chat, and phone.
- Escalate unresolved issues that require more in-depth knowledge to leadership and engineering in a proactive manner.
- Contribute to our internal and external knowledge base by creating help center content for employees and customers.
- Go above and beyond your job description to ensure our customers love us!
- Help define our customer experience and build a world-class support organization.
Requirements
- Excellent English communication skills (fluent or native)
- 2+ years of experience in customer support, customer success, sales, engineering, product management, or similar
- Self-starter, entrepreneurial, hungry, passionate and tech-savvy
- Strong analytical, troubleshooting, and problem solving skills
- A desire to work closely with customers in sometimes tough situations
- Self-starter, entrepreneurial, hungry, passionate and tech-savvy
- You pride yourself on being patient, a problem solver, ambitious, proactive/assertive, and dependable to follow through.
- Empathetic to customer needs, work to understand the questions that customers ask
and why.
- Your friends would describe you as vivacious, strategic, empathetic, and dependable.
- Be hungry and quick to learn.
- Excellent written and verbal communication skills, Able to explain concepts clearly and concisely
.
Opportunities to Progress in your Career
Apollo is a Y-Combinator backed startup at the forefront of Silicon Valley/B2B SaaS best practices. Originally built by 3 founders (from Harvard, MIT, and Berkeley), the team has a long history of being highly collaborative, encouraging, and growth-minded. Our team is laser-focused at growing and developing our Customer Support Specialists into our future leaders at Apollo or other Silicon Valley companies.
We’re growing the team and scaling how we operate. So, some likely future career moves for you as CS Specialist would be:
- Senior Customer Support Specialist
- Customer Success Manager
- Onboarding Specialist
- Account Manager
- Account Executive
We invest tremendous effort to developing our remote employees's careers; historically, most people on the Customer Support get promoted within 9 months into higher and larger roles and get the opportunity to turbocharge their career.
About the Company
Apollo.io's mission is to help every business to fulfill their full market potential by connecting companies with amazing solutions with those who need them most. We've built a database of 250 million business contacts and 10 million companies, and our software helps sales and marketing identify and convert their most likely potential customers. We've raised over $10 million from Silicon Valley investors such as Y Combinator, Nexus Venture Partners, SV Angel, and Social Capital. We're headquartered in San Francisco, CA with a worldwide remote team.