Customer Support Rep (Propertybase) at Lone Wolf Technologies (Manila, Philippines)
Lone Wolf Technologies· Manila, Philippines·
Role details
Job description
Essential Responsibilities and Duties
- Manage Support Cases: Address basic to intermediate inquiries from our global customer base via Salesforce Cases, actively triaging and prioritizing them based on urgency and business impact.
- Provide Resolution: Proactively identify technical issues, present clear resolution options, and directly solve straightforward problems to minimize client downtime.
- Knowledge Management: Leverage the internal Knowledge Base to find and apply relevant articles. Contribute to the Propertybase user guide by creating how-to videos, step-by-step instructions, and documentation for new feature launches.
- Documentation & Communication: Maintain highly accurate and timely documentation across all activities. Provide consistent customer updates in accordance with SLA guidelines, and close cases with clear, concise written resolutions.
- Escalation: Accurately diagnose issues to determine if they can be resolved at Level 1. Ensure seamless transitions by providing thorough, well-documented case notes when escalating complex technical issues to Level 2.
- Onboarding: Facilitate initial client success by provisioning new accounts, addressing introductory inquiries, and effectively guiding users through core platform functionalities.
Qualifications
- Working knowledge of Salesforce is essential, specifically navigating records, understanding standard objects/fields, and effectively managing Cases.
- Highly analytical and detail-oriented, with a proven ability to adhere to structured workflows, troubleshooting processes, and strict policy guidelines.
- Exceptional written and verbal communication skills, characterized by a clear, professional, and customer-centric tone.
- Tech-savvy and adaptable, with the ability to swiftly navigate SaaS platforms within a fast-paced environment.
- Self-motivated and highly coachable, possessing the flexibility to execute tasks independently while also thriving within a collaborative team setting.
Desirable Experience
- Familiarity with real estate industry concepts or terminology.
- Salesforce certifications (e.g., Salesforce Certified Administrator) or willingness to pursue them.
Growth Path This role is designed as a launchpad, not a ceiling. Strong performers are expected to progress into Level 2 Support, taking on more complex, in-depth technical troubleshooting as they expand their skills and product expertise.
Disclaimer This job description outlines the general nature and level of work expected in this role. Lone Wolf Real Estate Technologies, Inc. is an Equal Opportunity Employer and strictly prohibits unlawful discrimination on the basis of any status or condition protected by applicable federal, state, or local laws.
Why work at Lone Wolf Technologies
- Remote‑first environment – “Our remote‑first work environment allows you to stay inspired, productive, and engaged while contributing to something great.” lwolf.com
- Comprehensive benefits – Health, vision, dental, mental health support; retirement savings with 50 % match on up to 6 % of earnings; responsible PTO policy.
- Mentorship and professional development – Formal mentorship program with experienced leaders, plus access to cutting‑edge learning resources. lwolf.com
- Global, diverse team – Employees in 7 countries; 22 % of staff in technical roles, offering a mix of engineering, product, design, and customer support opportunities.
- Growth opportunity – The company is actively hiring (7 open roles as of the latest data) and has a track record of promoting from within; recent CEO transition suggests a new chapter.
- Meaningful mission – Work on software that directly impacts how people buy and sell homes, with a focus on “enhancing the human element of real estate.”