Product Support Specialist

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

📋 Description

• Identify, investigate, and resolve client issues while managing technical support cases through phone, chat, and email communications.

• Provide prompt responses to all clients via phone, email, and chat to ensure a high standard of customer support.

• Uphold client confidentiality by safeguarding their information.

• Handle support inquiries through calls, chat, email, and other forms of communication from clients regarding our systems and products.

• Consult with users to assess the steps and procedures taken to identify and resolve issues.

• Utilize knowledge of computer software, hardware, and procedures to troubleshoot problems effectively.

• Collaborate with various teams and departments (Client Success, Billing, Implementations, Branded Sites, Marketing, Tech Teams) to investigate and resolve issues.

• Stay informed about technological innovations and industry trends.

• Perform additional related duties as assigned.

• Build strong client relationships to keep clients enthusiastic about joining Ylopo.

• Communicate confidently and professionally with clients.

• Act as a subject matter expert for the Ylopo process.

• Acquire comprehensive knowledge of Ylopo products.

⛳️ Requirements

• EXCELLENT English verbal communication skills.

• EXCELLENT English written communication abilities.

• Strong English comprehension skills.

• Exceptional attention to detail.

• Robust analytical, problem-solving, and interpersonal skills.

• Ability to think quickly and provide timely responses and solutions.

• Capable of taking detailed notes on client issues and discussions.

• Ability to manage multiple inquiries and priorities while maintaining a friendly demeanor with clients.

• A noise-free working environment.

• Understanding of the real estate industry or prior experience in real estate is a plus, but not mandatory.

• Availability to work US hours.

🏝️ Benefits

• A commitment to personal development.

• High-level guidance and support through collaboration with our Executive Team to prioritize company goals.

• Exceptional leadership and mentoring opportunities for staff at all levels, along with recognition for outstanding contributions.

• Team-building events, team lunches, happy hours, and other company-wide activities.

• A supportive and nurturing environment focused on continuous learning and growth.