Online Support Representative (Remote)

Team: Client Support

Location: Philippines

Commitment: Contractor

Workplace Type: remote

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