Customer Support Rep (Propertybase)

Lwolf; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Lone Wolf Real Estate Technologies, Inc. in Manila is seeking a customer-focused Support Specialist to handle global cases via Salesforce. You will triage inquiries, provide clear resolutions, and leverage Knowledge Base to guide users through core functionalities.

The role requires strong written and verbal communication, analytical thinking, and a tech-savvy, coachable mindset. Prior Salesforce experience is essential or willingness to pursue certifications.

Qualifications

• Manage Support Cases: Address basic to intermediate inquiries from our global customer base via Salesforce Cases, triaging and prioritizing by urgency and business impact.
• Provide Resolution: Identify technical issues, present resolution options, and solve straightforward problems to minimize downtime.
• Knowledge Management: Leverage the internal Knowledge Base and contribute to user guides with how-to videos and documentation for new features.
• Documentation & Communication: Maintain accurate, timely documentation across activities and provide customer updates per SLA, closing cases with clear resolutions.
• Escalation: Diagnose issues to determine if Level 1 resolution is possible, with thorough notes when escalating to Level 2.
• Onboarding: Provision new accounts and guide users through core platform functionalities.
• Working knowledge of Salesforce is essential: navigate records, understand standard objects/fields, manage Cases.
• Analytical and detail-oriented, able to follow structured workflows, troubleshooting processes, and policy guidelines.
• Exceptional written and verbal communication with a professional, customer-centric tone.
• Tech-savvy and adaptable to navigate SaaS platforms in a fast-paced environment.
• Self-motivated and coachable, capable of working independently and in a team.
• Familiarity with real estate industry concepts or terminology.
• Salesforce certifications (e.g., "Salesforce Certified Administrator") or willingness to pursue them.

Responsibilities

• Manage support cases from a global customer base via Salesforce.
• Provide clear, actionable resolutions to basic to intermediate issues to minimize downtime.
• Leverage Knowledge Base and contribute to user guides for new features.
• Maintain precise documentation and provide consistent customer updates per SLA.
• Escalate complex issues with thorough notes to Level 2 when necessary.
• Assist in onboarding by provisioning accounts and guiding users through core features.
• Demonstrate strong Salesforce proficiency in daily case management.
• Apply analytical thinking and detail orientation to follow workflows and policies.
• Communicate effectively—both in writing and verbally—with customers.
• Adapt to SaaS platforms in a fast-paced environment; stay motivated and coachable.
• Possess familiarity with real estate terminology to better serve customers.

Skills

Case management

Analytical thinking

Written communication

Verbal communication

Team collaboration

Self-motivation

Customer-centric

Troubleshooting

Adaptability

Real estate domain knowledge

Tools

Salesforce

Job description

• Manage Support Cases: Address basic to intermediate inquiries from our global customer base via Salesforce Cases, actively triaging and prioritizing them based on urgency and business impact.




• Provide Resolution: Proactivelyidentifytechnical issues, present clear resolution options, and directly solve straightforward problems to minimize client downtime.




• Knowledge Management:Leveragethe internal Knowledge Base to find and apply relevant articles. Contribute to thePropertybaseuser guide by creating how-to videos, step-by-step instructions, and documentation for new feature launches.




• Documentation & Communication:Maintainhighlyaccurateandtimelydocumentation across all activities. Provide consistent customer updatesin accordance withSLA guidelines, and close cases with clear, concise written resolutions.




• Escalation: Accurately diagnose issues todetermineif they can be resolved at Level 1. Ensure seamless transitions by providing thorough, well-documented case notes when escalating complex technical issues to Level 2.




• Onboarding:Facilitateinitial client success by provisioning new accounts, addressing introductory inquiries, and effectively guiding users through core platform functionalities.




• Working knowledge of Salesforce is essential, specifically navigating records, understanding standard objects/fields, and effectively managing Cases.




• Highly analytical and detail-oriented, with a proven ability to adhere to structured workflows, troubleshooting processes, and strict policy guidelines.




• Exceptional written and verbal communication skills, characterized by a clear, professional, and customer-centric tone.




• Tech-savvy and adaptable, with the ability to swiftly navigate SaaS platforms within a fast-paced environment.




• Self-motivated and highly coachable,possessingthe flexibility to execute tasks independently while also thriving within a collaborative team setting.




• Familiarity with real estate industry concepts or terminology.




• Salesforce certifications (e.g., \"Salesforce Certified Administrator\") or willingness to pursue them.

This role is designed as a launchpad, not a ceiling. Strong performers are expected to progress into Level 2 Support, taking on more complex, in-depth technical troubleshooting as they expand their skills and productexpertise.

This job description outlines the general nature and level of work expected in this role.Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and strictly prohibits unlawful discrimination on the basis of any status or condition protected by applicable federal, state, or local laws.