Customer Support

Apollo.io is seeking dedicated and knowledgeable people to join Apollo.io as a Product Advocate. This pivotal role involves delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills.

The Product Advocate troubleshoots and resolves customer issues, optimizes support processes, and contributes to Apollo’s values-driven culture. By collaborating across teams, this role ensures customers achieve their goals while demonstrating ownership, curiosity, and a commitment to continuous improvement.

Responsibilities

• 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, inspiring peers through ownership and curiosity.
• Contributing to the Success of Customers

Skills

• Proficient in technical troubleshooting and bug triage support.
• Experience with operating systems, particularly Windows and Mac OS.
• Ability to perform software troubleshooting for various applications.
• Familiarity with triage support and bug tracking.
• Excellent communication skills, both verbal and written, with a focus on customer service.

Required Qualifications

• 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 and ticketing systems and knowledge base management platforms, along 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.
• Note: No experience is needed if you are studying or have finished a data science or engineering degree.

Preferred Qualifications

• Knowledge of Apollo’s products, features, and integrations.
• Experience analyzing customer feedback to inform product or process improvements.
• Familiarity with tools like Jira, Salesforce, and REST API integrations.
• Strong foundational knowledge of integration and filtering systems.
• Relevant certifications, such as:
• Certified SaaS Operations Professional (CSOP)
• ITIL Certification
• Postman API Fundamentals
• SQL for Data Science (Coursera)
• Educational background such as:
• Bachelor of Science in Electronics and Communications Engineering
• MS in Data Science
• Certifications in AWS Solutions Architect, Zendesk Support Administration, or ScrumMaster.