Customer Support Associate – Accounting

Lone Wolf Technologies; Manila; On-site; PHP 312,480 - 613,800; Full time

Benefits offered by this job

Hybrid work setup

Night differential salary

Job summary

Lone Wolf Technologies is seeking a customer support specialist to provide technical assistance for our proprietary software. You will advise on product functionality, troubleshoot issues, and help resolve client concerns across email, chat, and phone channels.

The role emphasizes personalized service, proactive problem-solving, and enterprise-level support, with a hybrid work setup and on-site presence during the first month.

Qualifications

• Knowledge of accounting principles required.
• 0–2 years of experience in customer support preferred.
• Experience with Salesforce, Zendesk, Intercom or similar ticketing system preferred.

Responsibilities

• Support clients via email, chat and phone for proprietary software.
• Log details of sessions and client challenges in ticketing system.
• Diagnose, test, and resolve client software issues using product knowledge.
• Provide clear email, phone, and chat communication with clients.
• Identify opportunities to improve product and client experience and escalate to management.

Skills

Accounting principles

Customer-centric

Attention to detail

Critical thinking

Excellent communication

Relationship building

Tools

Salesforce

Zendesk

Intercom

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 users via telephone, email, and web-based tools. Advise customers on product functionality, features, and other support related inquiries. Facilitate conflict resolution and/or escalation. Candidate should possess personalized skills, proactive, preventative, and reactive, enterprise class support.

ESSENTIAL RESPONSIBILITIES AND DUTIES

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

QUALIFICATIONS

• Knowledge of accounting principles required
• 0-2 years of experience in Customer Support is preferred.
• Experience with Salesforce, Zendesk, Intercom or a similar ticketing system preferred.

KNOWLEDGE/SKILLS/ABILITIES

• Customer Centric (Relationship Building) – 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 clients.
• 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 clients. Comfortable with supporting C-suite clients.
• Client Retention – Analyze client behavior, gather information about client concerns, and build positive relations with client and business associates.
• Meet quality assurance requirements and other key performance metrics.

BONUS SKILLS

• Salesforce CRM familiarity
• Chat support experienceJIRA ticketing system familiarity
• Real Estate Multiple listing services familiarity
• Proficient with Microsoft Office Suite or related software

WORK SET-UP

• Hybrid Work Set-up
• During the 1st month, expected to work on-site

WHY JOIN US?

• Competitive salary with night differential
• Pioneer Team
• Career growth and development
• Hybrid set up