Sr. Technical Support Specialist at Apollo | Torre

Sr. Technical Support Specialist

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Full-time

Legal agreement: Employment

Compensation
USD80k - 110k/year
Non-negotiable
location_on
Remote (anywhere)
Posted almost 6 years ago

Responsibilities


• Applies technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership. • Leads thorough investigations that leave no stones unturned, exhausting all possible troubleshooting. • Goes above and beyond to ensure client satisfaction and success at all times • Educates customers and employees at the best of their capabilities to optimize their results • Makes customer's voices heard by delivering all the feedback and recommendations to our Product Team and parties related. • Understands the Apollo product and databases better than anyone else to contribute constructively to every situation that a customer or employee encounters. • Provide a fast and accurate answer to the customer's inquiry within 24 hours (1 hour on the first touch). • Test one’s hypothesis simply by playing around, and tweaking one’s parameters in a series of experiments to validate the hypothesis • Reconstructs a timeline of events based on disparate logs/evidence spread out across many places • Thinks outside of the box using prior knowledge from web apps/browser apps like Chrome to perform an initial debugging of the issue at hand • Takes full ownership of the escalations and educates TSR 1 on the different areas of opportunity on the escalation process