tier1 Product support specialistYlopo LLC

Ylopo is looking for a Tier 1 Product Support Representative to join our Manila team to work alongside our US operations group.Goal: The primary goals of a product support specialist are to master the product and services of the company, to provide technical assistance by addressing inquiries and resolving complaints, to provide a higher level of customer support and to ensure customer satisfaction.The primary responsibility of this role is to provide client support, troubleshooting help and guidance/training to clients and address questions and concerns on the use of our tools and systems. The Product Support Specialist will communicate with clients via phone, email and chat.Responsibilities:
Identify, investigate, and resolve client problems and handle technical support cases through phone, chat and email submissions.
Respond (via phone/email/chat) to all clients in a timely manner to provide a high level of customer support.
Maintain client confidence by keeping their information confidential.
Field support calls, chat, email, and/or other communication from clients with inquiries about our systems and products.
Consult with users to determine steps and procedures taken to identify and resolve the problem.
Apply knowledge of computer software, hardware, and procedures to solve problems.
Collaborate with other teams/departments (Client Success, Billing, Implementations, Branded Sites, Marketing, Tech Teams) to research and resolve problems.
Maintain knowledge of technology innovations and trends.
Performs other related duties as assigned.
Develop great client relationships to keep clients excited about joining Ylopo
Speak confidently and professionally with clients.
Serve as subject matter expert for the Ylopo process.
Learn the ins and outs of Ylopo products.
Excellent English verbal communication skills
Excellent English written skills
Excellent English comprehension skills
Keen attention to detail
Strong analytical, problem-solving, and interpersonal skills
Can think on his/her feet and can provide prompt responses and resolutions
Able to take detailed notes regarding client issues and conversations
Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the clients
Noise free working environment
Understanding of real estate industry or previous work in real estate is a plus, but not required
Ability to work US hours
Skills:
Patience with frustrated customers and tricky support cases
Empathy for the client's situation
Adaptability to client's needs
Improvisation when roadblocks are reached
Positivity throughout the support cases
Emotional Intelligence for interpreting the client's intent/issues
Have excellent customer service and strong people skills to build relationships with our current and potential clients
Must be able to articulate concepts and ideas in a clear, concise and accurate manner
Email Management
Tech savvy
Troubleshooting
Case Notes
Typing speed of 60-70 WPM
System Requirements:
The processor should be 2.0ghz and above, Intel core 5/7 is highly required for both main and back-up hardware
Ram should be at least 16 GB with 100 gb Free disk space
A headset with the noise-canceling feature
20 Mbps & up wired connection for the main internet service
strictly no USB Sticks allowed for backup internet connection
Shift Schedule: 9AM - 6PM Pacific Standard (weekends shifting schedule)Rate: Php 40,000
Work from Home
Medical / Health Insurance
Entry Level / Junior, Apprentice Customer Service Digital Marketing 1 opening Bachelor's degree graduateAbout YlopoYlopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team.Why work for Ylopo?At Ylopo we offer team members:A full time, permanent work from home set upA commitment to personal developmentguidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company,Excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts,Team building events, team lunches/ happy hours, and other company wide eventsA supportive, caring environment dedicated to continuous learning and growth.With over a decade of experience in the real estate industry Howard is now back alongside Juefeng Ge, former head of digital marketing for TigerLead and now co-founder and Chief Marketing Officer of Ylopo, to leverage the latest and most effective technological advancements in the field to help Ylopo's clients generate more business and better promote their team, brand, and listings.
Kalibrr

Manila City, Metro Manila
₱40,000 per month
Permanent
Full-time