Online Support Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide assistance to customers facing issues and inquiries regarding products and services.

• Address customer questions and fulfill requests on the website.

• Suggest solutions and guide clients through the features and functionalities of the products.

• Handle customer inquiries via Salesforce chat and/or email.

• Determine customer needs and assist clients in utilizing specific product features.

• Analyze and document product issues by testing scenarios or duplicating user problems.

• Communicate with clients through email and offer regular updates.

• Report technical problems to the Product Team.

• Share feature enhancement requests and effective workarounds with team members.

• Collect customer feedback and relay it to the Product, Sales, and Marketing teams.

• Aid in training junior Customer Support Specialists.

• Provide support and assistance to colleagues.

⛳️ Requirements

• Previous experience as a Technical Customer Support Specialist or in a comparable technical support role.

• Proficiency with both front-end and back-end website systems.

• Familiarity with help desk software, remote support tools, and online applications such as Salesforce, Slack, Asana, HubSpot, Google Drive, ChatGPT, Coda, Canva, and Claude.

• Knowledge of CRM systems.

• Strong communication and problem-solving skills.

• Ability to educate clients on product features and guide them towards effective solutions.

• Capable of multi-tasking and resourceful in challenging situations.

• Patience in managing difficult cases, especially with live client websites.

• A degree in Information Technology, Computer Science, or a related field is preferred, or equivalent practical experience.

• Familiarity with the real estate sector is an advantage.

• Must be a current resident of the Philippines.

• Availability to work night shifts if assigned, 5 days a week, 9 hours a day with a one-hour meal break.

• Must possess a laptop or desktop computer.

• A valid government ID is required.

• Have an existing bank account or be willing to open one upon hiring.

• Reliable internet connection of at least 100 Mbps along with a backup connection.

• Reside in an area with a stable power supply.

🏝️ Benefits

• Requirement for a stable internet connection of at least 100 Mbps with a backup connection.

• Flexible remote work arrangement.

• Opportunity to collaborate with an AI growth platform tailored for the real estate industry.

• Training and support provided for teammates and junior Customer Support Specialists.