Job Description
Ylopo is looking for a 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.
Minimum Qualifications
- 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 8 GB with 100 gb Free disk space
- A headset with the noise-canceling feature
- 10 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
Perks and Benefits
- Work from Home
- Medical / Health Insurance
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- 4712, Admiralty Way, Marina del Rey