Tier 1 Product Support Specialist

Summary

Join Ylopo's growing Manila team as a Product Support Representative! Collaborate with the US operations group, mastering our products and providing top-tier client support. You will troubleshoot technical issues, address inquiries via phone, email, and chat, and ensure client satisfaction. This role demands excellent communication, problem-solving, and technical skills. Ylopo offers a supportive environment, team-building events, and opportunities for professional growth.

Requirements

• 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
• Ability to work US hours
• 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
• 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

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

Preferred Qualifications

Understanding of real estate industry or previous work in real estate is a plus, but not required

Benefits

• A commitment to personal development
• Guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company
• Excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts
• Team building events, team lunches/ happy hours, and other company wide events
• A supportive, caring environment dedicated to continuous learning and growth