luxurypresence - Online Support Representative (Remote)
Requirements
• 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 • 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 • 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.
Responsibilities
• 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
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