Online Support Representative (Remote)

ABOUT THE ROLE

We are looking for an Online Support Representative to assist our customers with issues and requests when using our products and services.

An Online Support Representative’s responsibilities include resolving customer queries, executing website requests, recommending solutions and guiding customers through features and functionalities.

To be successful in this role, you’ll need to practice empathy, quick thinking and at the same time be an excellent communicator with technical knowledge on the latest web standards with a keen eye for tasteful design. 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.

WHAT YOU’LL BE RESPONSIBLE FOR

• Responding to customer requests and queries in a timely and accurate way, via Salesforce chat and/or email

• Identifying customer needs and helping clients use specific features of our products

• Analyzing and reporting product issues or concerns (for example, by testing different scenarios or replicating user issues)

• Emailing clients and providing them with frequent updates

• Reporting technical issues to the Product Team

• Sharing feature requests and effective workarounds with team members

• Gathering customer feedback and sharing it with our Product, Sales and Marketing teams

• Assisting in training junior Customer Support Specialists

• Supporting and assisting teammates

WHAT WE’RE LOOKING FOR

• Experience as a Technical Customer Support Specialist or similar technical CS role

• Experience on how website front-end and back-end systems work

  • Technical CMS, HTML, CSS/SCSS, Javascript and database knowledge is a plus

• Experience using help desk software, remote support tools and other online software (Salesforce, Slack, Asana, Hubspot, Google Drive, ChatGPT, Coda, Canva, Claude)

• Understanding on how CRM systems work

• Excellent communication and problem-solving skills

• Skilled at educating clients on our product features and guiding them toward effective solutions

• Multi-tasking abilities and resourcefulness

• Patience when handling tough cases, particularly live client websites

• Degree in Information Technology, Computer Science, or a related field preferred (or equivalent practical experience).

• Familiarity with the real estate industry is a plus

OTHER REQUIREMENTS

• Must be a current resident of the Philippines

• Willing to work graveyard hours if assigned, 5 days a week, 9 hours a day (with a one-hour meal break)

• Own a laptop or desktop

• Have a valid government ID

• Have an existing bank account or willing to open one if hired

• Have a stable internet connection that is at least 100 mbps and have a back-up connection too

• Live in area where there is stable power supply that is not interrupted by constant power outages

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business. Join us in shaping the future of real estate   The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages.   We're a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition.   Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date.   More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends top agents and teams. Additionally, many of the industry's most powerful brokerages rely on Luxury Presence as a trusted business partner.   Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and we just scored an Inman Innovation Award for Best AI-Powered Platform.   Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.