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Tech Stack
Tools & technologiesApollo
About the role
Key responsibilities & impact- Handle customer inquiries through digital and voice channels in the CRM to provide technical and product support
- Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively
- Stay current on product changes, new features, and integrations
- Validate workflows with peers and identify patterns in customer feedback for internal discussions
- Ensure customers understand key features and benefits aligned with their goals
- Adhere to SLAs and meet performance metrics including resolution time and CSAT
- Collaborate across teams to help customers achieve their goals and contribute to Apollo’s values-driven culture
Requirements
What you’ll need- Residents of the Philippines, specifically the Metro Manila area
- Full English fluency
- Minimum 2 years of proven experience in at least one entry-level tech Customer Support or Technical Support role
- Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues
- Ability to adapt to change and remain flexible in a dynamic work environment
- Excellent English communication skills, written and verbal, with an empathetic approach
- Proficiency with support tools, including live chat and ticketing systems
- Knowledge of resolution time, customer satisfaction (CSAT), and ticket volume trends
- Demonstrated ability to manage time effectively and adhere to SLAs
- Proficiency in tailoring technical explanations for non-technical audiences
- Applicants studying or having completed a data science or engineering degree may be considered without the minimum experience requirement
- Background in SaaS or technology-focused roles preferred
- Experience analyzing customer feedback preferred
- Familiarity with Jira, Salesforce, and REST API integrations preferred
- Strong foundational knowledge of integration and filtering systems preferred
- Basic programming knowledge preferred
Benefits
Comp & perks- Resources, support, and autonomy to own your role and make a real impact
- Cross-department collaboration and team support
- Freedom to experiment, take smart risks, and drive big wins
- Growth and career development support