Tier1 Product Support Specialist

About Us

Ylopo, LLC is a rapidly growing marketing and technology company providing internet marketing services and proprietary lead generation and engagement software to successful real estate agents across the country. We are seeking an outgoing, tech savvy individual to join our growing team.

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.

Responsibilities

• Identify, investigate, and resolve client problems and handle technical support cases through phone, chat and email submissions.
• Respond (via phone/email/chat) to all clients in a timely manner to provide a high level of customer support.
• Maintain client confidence by keeping their information confidential.
• Field support calls, chat, email, and/or other communication from clients with inquiries about our systems and products.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Apply knowledge of computer software, hardware, and procedures to solve problems.
• Collaborate with other teams/departments (Client Success, Billing, Implementations, Branded Sites, Marketing, Tech Teams) to research and resolve problems.
• Maintain knowledge of technology innovations and trends.
• Performs other related duties as assigned.
• Develop great client relationships to keep clients excited about joining Ylopo
• Speak confidently and professionally with clients.
• Serve as subject matter expert for the Ylopo process.
• Learn the ins and outs of Ylopo products.

Requirements

• Not provided in the original description.