We are looking for a Customer Support Specialist to assist our internal support team with technical product and service requests from customers. This role requires Web Design competency.
A Customer Support Specialist’s responsibilities include executing technical website requests, recommending solutions and guiding internal teams through features and functionalities.
To be successful in this role, you should be knowledgeable with the latest web standards, a keen eye for tasteful design and be able to work with data sets. You should also be familiar with help desk software particularly Salesforce. Ultimately, you will help establish our reputation as a company that offers excellent customer support for our launched/live clients.
Responsibilities
Respond to internal team requests and queries in a timely and accurate way, via Salesforce
Identify customer needs and help clients and internal teams use specific features of our products
Analyze and report product issues or concerns (for example, by testing different scenarios or replicating user issues)
Update our internal databases with information about technical issues and useful discussions with customers
Share feature requests and effective workarounds with team members
Requirements and Skills
Experience with front-end web development and data (HTML / CSS / JSON) is required
Experience with using visual production software (Photoshop, Loom, Figma, Canva)
Experience as a technical Customer Support Specialist or similar technical CS role is an advantage
Experience using help desk software, remote support tools and other online software (Salesforce, Slack, Asana, Hubspot, Google Drive) is a plus
Understanding of how CRM systems work
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases, particularly live client websites
College degree, with Information Systems / Technology is preferred
Familiarity with the real estate industry is a plus
Others:
Must be willing to take a design assessment
Currently residing in the Philippines
Willing to work remotely on a graveyard shift (Tuesdays to Saturdays, 2:00 AM – 11:00 AM)
Must have access to own laptop/PC and have reliable internet connection with back up internet (mobile data will do)
Must have at least 1 valid government ID, TIN and a bank account (or be willing to open one if hired)