Customer Support Associate

Lone Wolf Technologies

Cebu City

On-site

PHP 334,800 - 613,800

Full time

14 days+

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Job summary

Lone Wolf Technologies in Cebu City, Philippines, is seeking a Customer Support specialist to assist users of our real estate software. You will serve customers by phone, email, and chat and guide them through product functionality with a focus on clear, friendly communication.

Responsibilities include logging sessions in our ticketing system, diagnosing and resolving issues, and contributing to ongoing enhancements that improve user satisfaction.

Qualifications

2-3 years of experience in Customer Support.
Experience with Salesforce, Zendesk, Intercom or similar ticketing system.
Strong communication and problem-solving skills.

Responsibilities

Support customers via email, chat and phone on our software products.
Log details of support sessions in our ticketing system.
Diagnose, test, and resolve customer software challenges.
Provide excellent email and telephone etiquette.
Identify opportunities to improve product and customer experience.

Skills

Customer Centric

Attention to Detail

Critical Thinker

Excellent Communication

Customer Retention

QA & Metrics

Tools

Salesforce

Zendesk

Intercom

JIRA

Job description

ABOUT LONE WOLF

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.
CriticalThinker–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