Tier1 Product Support Specialist

Ylopo is looking for a Tier 1 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.

• 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

note

s 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

Note

s

• 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 16 GB with 100 gb Free disk space
• A headset with the noise-canceling feature
• 20 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