Tier1 Product Support Specialist

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.

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
• 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
• 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

MAGIC WORD: Yloper

Ylopo is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. We are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. To learn more about this commitment, visit:

Ylopo reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.