Product Support Specialist
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Job Description
Product Support Specialist at Ylopo provides technical assistance to clients and resolves support cases. Collaborates with global teams to maintain customer satisfaction.
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:
- 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
Benefits:
- 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.
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