Customer Support Associate

Lone Wolf Technologies; Cebu City; On-site; PHP 223,000 - 402,000; Full time

Benefits offered by this job

Chat support experience

Job summary

Lone Wolf Technologies in Cebu City is seeking a customer support specialist to provide technical assistance to our users via phone, email, and chat. You will help clients understand product functionality and resolve issues efficiently.

The role emphasizes a human, easy, and smart service approach, with a focus on customer satisfaction, documentation of interactions in our ticketing system, and collaboration with cross-functional teams.

Qualifications

• 2-3 years of experience in customer support.
• Experience with ticketing systems like Salesforce, Zendesk or Intercom.
• Strong written and verbal communication.
• Ability to diagnose and resolve customer issues efficiently.
• Willingness to learn proprietary software.

Responsibilities

• Supporting customers via email, chat and telephone on our proprietary software products.
• Log details of all support sessions and customer challenges in our ticketing system.
• Rely on your interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges.
• Efficiently answer customer questions while displaying excellent email and telephone etiquette.
• Recognize opportunities for improving product and customer experience based on the feedback you receive.

Skills

Customer centric

Attention to Detail

Critical Thinking

Excellent Communication

Customer Retention

Quality Assurance

Chat support experience

JIRA familiarity

MS Office

Tools

Salesforce

Zendesk

Intercom

Job description

We’re here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We’ve seen a lot of change over the past 30 years—but we’ve been here to support real estate from day one.

With the diverse landscape of the real estate industry, we want diverse talent! We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.

JOB SUMMARY:

Provide technical support and troubleshooting to our customers via phone, email, and chat. Advise customers on product functionality, features, and other support related inquiries. Facilitate conflict resolution and/or escalation. Successful candidates should possess a passion for serving customers and be committed to creating an experience that is Human, Easy, and Smart.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Supporting customers via email, chat and telephone on our proprietary software products.
• Log details of all support sessions and customer challenges in our ticketing system.
• Rely on your interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges.
• Efficiently answer customer questions while displaying excellent email and telephone etiquette.
• Recognize opportunities for improving product and customer experience based on the feedback you receive.

QUALIFICATIONS:

• 2-3 years of experience in Customer Support is preferred.
• Experience with Salesforce, Zendesk, Intercom or a similar ticketing system preferred.

KNOWLEDGE/SKILLS/ABILITIES:

• Customer Centric – A passion for customers and a desire to deliver an experience that is personalized to each customer’s needs. Demonstrates empathy for the customer and seeks to understand their issues or questions and quickly reaches a solution.
• Attention to Detail – Delivers a quality customer experience through active listening to quickly identify the issue and resolve.
• Critical Thinker – Processing and organizing facts, data, and other information to identify a problem and develop effective solutions for our customers.
• Excellent Communication Skills (Written & Verbal) – Good interpersonal communication and customer service skills are needed to work successfully with customers, and cross functional teams to support our customers.
• Customer Retention – Analyze customer behavior, gather information about customer concerns, and build positive relations with customers and business associates.
• Meet quality assurance requirements and other key performance metrics.

BONUS SKILLS

• Chat support experience
• JIRA ticketing system familiarity
• Proficient with Microsoft Office Suite or related software