Customer Support SpecialistNew

Apollo Io; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Apollo Io in Manila, Philippines is seeking a Product Advocate to provide technical and product support via digital and voice channels. You will troubleshoot with thoughtful questions, stay updated on product changes, and ensure customers understand key features and benefits.

You will manage inquiries within SLAs, collaborate with peers, and help improve customer experience by identifying patterns from feedback.

Qualifications

• Minimum 2 years in an entry-level tech customer support or technical support role.
• Strong problem-solving skills and ability to troubleshoot complex issues.
• Able to adapt in a dynamic work environment.
• Excellent English communication, written and verbal, with empathy.
• Familiar with live chat and ticketing systems; aware of SLAs and CSAT metrics.
• Capacity to tailor technical explanations for non-technical audiences.

Responsibilities

• Handle customer inquiries in digital and voice channels to provide technical and product support.
• Ask thoughtful questions to troubleshoot and resolve customer issues, escalating as needed.
• Stay up-to-date on product changes, features, and integrations.
• Validate workflows with peers and identify patterns in customer feedback.
• Take ownership of ensuring customers understand key features and benefits.
• Adhere to SLAs and meet KPIs such as resolution time and CSAT.

Skills

Tech support experience

Problem solving

Adaptability

English proficiency

Support tools

Empathy

CSAT & SLAs

Explain to non-technical

Job description

The Product Advocate position is open to residents of The Philippines, specifically in the Metro Manila area. and requires full English fluency.

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.
• Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.

Required Qualifications

• Minimum proven experience of 2 years 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, both written and verbal, with an empathetic approach.
• Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like 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.
• Note: If you are studying or have finished a data science or engineering degree we will happy to consider your application if you don't meet the minimum proven experience requirement previously mentioned