Customer Support Rep (Propertybase)

Lone Wolf Technologies Inc.; Manila, Hinoba-an; On-site; PHP 300,000 - 420,000; Full time

Job summary

Lone Wolf Real Estate Technologies, Inc. is seeking a customer-focused Support Specialist to manage global Salesforce cases, triage urgency, and provide clear resolutions to minimize downtime.

You will leverage the Knowledge Base, create how-to content, document case notes, and escalate when needed. Strong written and verbal communication, analytical thinking, and comfort with SaaS platforms are essential.

Qualifications

• Working knowledge of Salesforce essential.
• Analytical and detail-oriented with adherence to workflows.
• Exceptional written and verbal communication.
• Tech-savvy and able to navigate SaaS platforms.

Responsibilities

• Manage Support Cases via Salesforce Cases, triaging by urgency and impact.
• Provide Resolution: identify issues, present options, and solve straightforward problems.
• Knowledge Management: use Knowledge Base; contribute how-to videos and doc for new features.
• Documentation & Communication: maintain accurate records and updates per SLA; close cases clearly.
• Escalation: determine Level 1 vs Level 2 needs; provide thorough notes for escalations.
• Onboarding: provision new accounts and guide users through core platform functionalities.

Skills

Salesforce

Analytical thinking

Attention to detail

Communication skills

Customer focus

SaaS navigation

Self-motivated

Team player

Job description

Essential Responsibilities and Duties

• 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.

Qualifications

• 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.

Desirable Experience

• Familiarity with real estate industry concepts or terminology.

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

Growth Path

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.

Disclaimer

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.