Product Support Specialist - Tech Troubleshooter

Apollo Io

Manila

On-site

PHP 279,000 - 469,000

Full time

3 days ago

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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.