web consultant | Tech Support representativeAugust 99, Inc

Agent Image's Web Consultant is primarily responsible for providing support to any Agent Image clients and/or potential clients through various channels such as a phone call, email and/or slack.
A Web Consultant should be able to handle customer inquiries and requests in a timely manner, identify the problems and offering solutions and recommendations that will improve clients' website. At the same time each Web Consultant should be able to establish and maintain good rapport with every client that will make their experience better and satisfy them which will eventually be a possible lead in promoting the company's products and services.
Additionally, a Web Consultant must possess great interpersonal communication skills to better convey client requests to Agent Image's production team.
Responsibilities
Constantly answer phone calls to support Agent Image clients and provide quality customer service and web consultations.
Properly document customer's request and issue related to any company product and services through different channels such as a phone call, email, and chat.
Can identify issues, needs, and requirements of customers and record it via case on company's internal management system and handle it in a timely manner.
To utilize any internal and external resources to provide resolution and/or suggestions to enhance the client's website.
Setting the client's expectations for a turnaround time of services provided.
Report or escalate issues to the production team and efficiently follow up on tasks to meet deadlines ensuring completion of due dates and cases.
Establishes and maintains rapport with existing and potential clients to effectively promote product solutions based on client needs and budget.
Meet the team metrics set by the Web Consultant Team Lead.
Can adapt to sudden changes implemented by management.
Share any information on how to handle unfamiliar or difficult customer concerns for the team's efficient performance.
Customer service is driven.
Understands and follows company processes and policies.
Would need to meet the average number of opened cases base on the total opened cases of the team.
Open cases must be 80% closed per month, consecutive of 6 months.
Would need to be trained and pass the IDX Basic Troubleshooting.
Need to get at least 10 5 star dynamic reviews in a month.
Background in customer support with at least 1 year experience servicing customers in the U.S. / North America
Excellent written and oral communication skills with at least a neutral North American accent, including the ability to explain and present technical information
Ability to handle multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines
Great analytical and innovative problem-solving skills
Can work on shifting schedules and/or over time.
Salesforce experience is a plus
Experience with website content management and any internet related products, such as web hosting, email hosting, email configuration and DNS host management is a strong plus.
Familiar with Real Estate terminologies and general information is a plus.
Must be well-organized, self-directed and able to multitask, understanding the importance of detailed professional-quality work.
Must pass the FEWD HTML/CSS exam and certification.
Key Competencies
Good Communication Skills
Proactive
Team Player
Resourceful
Detail Oriented
Adaptive
Good comprehension and analytical skills
Can work with minimal supervision
Customer service driven.
Work from Home
Medical / Health Insurance
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Entry Level / Junior, Apprentice Customer Service Information Services Bachelor's degree graduate
August99 is a company of startups with 20 years experience and expertise in the world of tech and digital. We help other businesses succeed through the use of cutting-edge technology and innovative strategy. We also offer a suite of web-based digital products for clients world-wide: full web design, internet marketing, content creation, and app development. Going beyond startups, we also believe in empowering individuals to excel in their chosen careers. August99 fosters an exciting collaborative working environment that encourages our employees to go beyond their job descriptions and achieve more. It's all a part of our core values: daring you to do something worthy, finding your awesome, and earning your beef!Benefits: Medical and Miscellaneous Allowance, Dental , Sports and Wellness Program, Work from Home, Life Insurance and Paid Special Non-working Days
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time