Real Estate Accounting Support Specialist

3 weeks ago

Southern Manila District, Philippines StratifyIQ Full time

Real Estate Accounting Support Specialist

StratifyIQ — Taguig, National Capital Region, Philippines

This role is based in the Philippines and is remote-friendly.

Base pay range

$7,200.00/yr - $8,400.00/yr

Overview

Onboarding Systems team helps troubleshoot issues within our cloud-based real estate operations system and supports configuration and execution of tasks across modules including onboarding, transaction management, commission automation, accounting, and reporting/analytics.

Key Responsibilities
  • Customer Service: Provide superior service at all times, with the ability to de-escalate; respond to customer chats, emails or calls, and to internal teams in a timely manner; strive for first touch resolution; understand and anticipate customer needs; maintain effective communication across channels; handle complaints with urgency and empathy; provide resources and recommendations; maintain professionalism; engage via phone, chat and email platforms.
  • Case Management: Own the resolution of all assigned cases; balance workload; record detailed activities in the internal ticketing system; identify and escalate issues to Product and Engineering; prepare and monitor Jira tickets and advocate for the customer; troubleshoot with 3rd party partners; deliver product training sessions via phone and web conference software.
  • Knowledge: Maintain deep subject matter expertise in Inside Real Estate’s back office transaction management, commissions and accounting platform; stay up to date with product releases; contribute content for the client-facing Support Site, internal canned responses, and FAQs.
  • Performance Metrics: 1st Response Time; Case Production; Customer Satisfaction; Call Capture; 1st Call Resolution; Accuracy and Quality of Cases.
Skills & Qualifications
  • Four year technical degree (Computer Science, IT, IS, Accounting or related) or 2-4 years equivalent experience.
  • Experience/knowledge of accounting concepts, practices, and real estate transactions.
  • Ability to analyze software performance and functionality in SaaS web/mobile environments.
  • Familiarity with SaaS solutions and enterprise-level customers is a plus.
  • Strong problem solving, judgment to deliver superior customer service, and adaptability to change; quick learner of new tools and technologies.
  • Strong organizational and time management skills; effective use of email, calls, video meetings and chats to connect with customers and troubleshoot issues.
  • Self-starter and proactive; detail-oriented.
Additional Information
  • This is a full-time remote position based in the Philippines.
  • A stable internet connection (150 Mbps or higher) and professional home office setup are required.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Sales and Management
Industries
  • Telephone Call Centers
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