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Philippines
Remote only
ABOUT THE ROLE
We are looking for an Online Support Representative to assist our customers with issues and requests when using our products and services.
An Online Support Representative’s responsibilities include resolving customer queries, executing website requests, recommending solutions and guiding customers through features and functionalities.
To be successful in this role, you’ll need to practice empathy, quick thinking and at the same time be an excellent communicator with technical knowledge on the latest web standards with a keen eye for tasteful design. You should also be familiar with help desk software particularly Salesforce. Ultimately, you will help establish our reputation as a company that offers excellent customer support for our launched/live clients.
WHAT YOU’LL BE RESPONSIBLE FOR
Responding to customer requests and queries in a timely and accurate way, via Salesforce chat and/or email
Identifying customer needs and helping clients use specific features of our products
Analyzing and reporting product issues or concerns (for example, by testing different scenarios or replicating user issues)
Emailing clients and providing them with frequent updates
Reporting technical issues to the Product Team
Sharing feature requests and effective workarounds with team members
Gathering customer feedback and sharing it with our Product, Sales and Marketing teams
Assisting in training junior Customer Support Specialists
Supporting and assisting teammates
WHAT WE’RE LOOKING FOR
Experience as a Technical Customer Support Specialist or similar technical CS role
Experience on how website front-end and back-end systems work
Technical CMS, HTML, CSS/SCSS, Javascript and database knowledge is a plus
Experience using help desk software, remote support tools and other online software (Salesforce, Slack, Asana, Hubspot, Google Drive, ChatGPT, Coda, Canva, Claude)
Understanding on how CRM systems work
Excellent communication and problem-solving skills
Skilled at educating clients on our product features and guiding them toward effective solutions
Multi-tasking abilities and resourcefulness
Patience when handling tough cases, particularly live client websites
Degree in Information Technology, Computer Science, or a related field preferred (or equivalent practical experience).
Familiarity with the real estate industry is a plus
OTHER REQUIREMENTS
Must be a current resident of the Philippines
Willing to work graveyard hours if assigned, 5 days a week, 9 hours a day (with a one-hour meal break)
Own a laptop or desktop
Have a valid government ID
Have an existing bank account or willing to open one if hired
Have a stable internet connection that is at least 100 mbps and have a back-up connection too
Live in area where there is stable power supply that is not interrupted by constant power outages
