Customer Support Associate

Lone Wolf Technologies is seeking a Customer Support Associate to join our Operations – Support team in Manila, Philippines. This full-time, hybrid role involves providing technical support and troubleshooting assistance to our customers via phone, email, and chat. The successful candidate will play a crucial role in advising customers on product functionality and features, ensuring a seamless user experience.

Key responsibilities include supporting customers on our proprietary software products through various communication channels, logging details of support sessions and customer challenges in our ticketing system, diagnosing and resolving software issues using interpersonal skills and product knowledge, efficiently answering customer inquiries with excellent email and telephone etiquette, and identifying opportunities for product and customer experience improvements based on feedback received.

The ideal candidate will have 2-3 years of experience in customer support, with a preference for those familiar with Salesforce, Zendesk, Intercom, or similar ticketing systems. Essential skills include a customer-centric approach with a passion for delivering personalized experiences, attention to detail for quality customer interactions, critical thinking abilities to develop effective solutions, excellent written and verbal communication skills, and the capacity to analyze customer behavior to build positive relationships. Meeting quality assurance requirements and other key performance metrics is also expected.

Bonus skills that are advantageous for this role include familiarity with Salesforce CRM, experience in chat support, knowledge of JIRA ticketing systems, understanding of real estate multiple listing services, and proficiency with Microsoft Office Suite or related software.