Product Support Specialist  

Why work for Ylopo?

At Ylopo we offer team members:

• a commitment to personal development,
• guidance and support at a high level through interfacing with our Executive Team to prioritize goals as a company,
• excellent leadership and mentoring for our entry-level to senior staff, and recognition of outstanding efforts,
• team building events, team lunches/ happy hours, and other company wide events
• a supportive, caring environment dedicated to continuous learning and growth.

Ylopo is looking for a Product Support Representative to join our Manila team to work alongside our US operations group.

Goal: The primary goals of a product support specialist are to master the product and services of the company, to provide technical assistance by addressing inquiries and resolving complaints, to provide a higher level of customer support and to ensure customer satisfaction.

The primary responsibility of this role is to provide client support, troubleshooting help and guidance/training to clients and address questions and concerns on the use of our tools and systems. The Product Support Specialist will communicate with clients via phone, email and chat.

• Excellent English verbal communication skills
• Excellent English written skills
• Excellent English comprehension skills
• Keen attention to detail
• Strong analytical, problem-solving, and interpersonal skills
• Can think on his/her feet and can provide prompt responses and resolutions
• Able to take detailed notes regarding client issues and conversations
• Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the clients
• Noise free working environment
• Understanding of real estate industry or previous work in real estate is a plus, but not required
• Ability to work US hours

Skills:

• Patience with frustrated customers and tricky support cases
• Empathy for the client's situation
• Adaptability to client's needs
• Improvisation when roadblocks are reached
• Positivity throughout the support cases
• Emotional Intelligence for interpreting the client's intent/issues
• Have excellent customer service and strong people skills to build relationships with our current and potential clients
• Must be able to articulate concepts and ideas in a clear, concise and accurate manner
• Email Management
• Tech savvy
• Troubleshooting
• Case Notes
• Typing speed of 60-70 WPM

System Requirements:

• The processor should be 2.0ghz and above, Intel core 5/7 is highly required for both main and back-up hardware
• Ram should be at least 16 GB with 100 gb Free disk space
• A headset with the noise-canceling feature
• 10 Mbps & up wired connection for the main internet service
• strictly no USB Sticks allowed for backup internet connection

Shift Schedule: 9AM - 6PM Pacific Standard (weekends shifting schedule)

Rate: starts at PHP 40,000 depends on experience