Real Estate Technical Support Specialist

4 weeks ago

Pasig, National Capital Region, Philippines Right Fit Advisors Full time
Overview

We are seeking a Technical Support Specialist with strong customer-facing experience to join our growing team. This role will primarily support clients in the real estate technology (PropTech) and brokerage sectors. You'll be the front line for client inquiries, handling a mix of phone, email, and live chat support while troubleshooting technical issues and ensuring excellent customer satisfaction.

This role is fast-paced, metrics-driven, and highly interactive with leadership. If you thrive in structured environments, excel under performance goals, and are eager to grow in a client-facing support role, we'd love to hear from you.

What You'll Do
  • Provide frontline technical support via phone, email, and live chat (inbound & outbound calls: 4–7 hours daily).
  • Troubleshoot issues using step-by-step SOPs, process guides, and provided tools.
  • Manage support tickets and inquiries, ensuring SLA and CSAT targets are consistently met.
  • Collaborate with leadership in daily Zoom check-ins for coaching, feedback, and training reviews.
  • Adapt between support channels (email, chat, phone) depending on business needs.
  • Maintain schedule adherence within the 8 AM – 10 PM ET coverage window (Mon–Fri, with future weekend incentives).
  • Ensure situational awareness when managing client expectations and drawing boundaries on out-of-scope requests.
Training Path
  • Week 1: Intensive product training.
  • Weeks 2–5: Focus on email tickets with daily performance goals.
  • Post-Email Training: Transition to chat support (2 weeks) or directly to phone support.
  • Ongoing: Aggressive, hands-on training approach with assessments, coaching, and structured documentation for success.
What We're Looking For

Must-Haves:

  • Strong internet connection (200+ MBPS).
  • Previous experience in technical support or customer success.
  • Experience handling live chat, phone, and email support.
  • Clear, professional communication skills.
  • Proven ability to meet KPIs and SLA goals (e.g., CSAT, response/wait times, resolution rates, call/chat handling).
  • Strong situational awareness and problem-solving skills.
  • Comfort with structured processes and strict schedule adherence.

Nice-to-Have (Team-Specific Preferences):

  • RE PropTech Team: Real estate knowledge, CRM or Salesforce experience, weekend availability, hands-on learner.
  • Brokerage Team: Zendesk background, experience handling multi-country clients, chat & email troubleshooting (no phones), weekend availability.
What's in it for you?
  • Starting Salary: Begin at $600 during training, then step up to $800 after training and probation.
  • Bonuses: Access to performance-based incentives tied to consistency, metrics, and CSAT, designed to reward excellence.
  • Growth Path: Clear opportunities to advance in both earnings and role, your success directly fuels your career trajectory.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
  • Industries
  • Telephone Call Centers and Real Estate

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