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Tier 1 - Support Agent

Remote: 
Full Remote
Contract: 
Fixed term
Experience: 
Mid-level (2-5 years)
Work from: 
Philippines

Offer summary

Qualifications:

More than 3 years customer service experience, Excellent verbal and written communication skills, Intermediate computer skills and Google Suite, Proficiency in customer support software, Ability to work flexible hours.

Key responsabilities:

  • Provide first-level support via email and phone
  • Troubleshoot membership, billing, and property issues
  • Document and escalate complex cases
  • Ensure timely resolution of member concerns
  • Contribute to development of support processes
PadSplit logo
PadSplit Real Estate Management & Development SME https://www.padsplit.com/
51 - 200 Employees
About PadSplit
At PadSplit we’re disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments. Welcome to PadSplit, the nation's largest co-living marketplace and the leading provider of innovative housing solutions. We're here to tackle the affordable housing crisis, one room at a time. 💪 At PadSplit, we're dedicated to empowering individuals and investors by bridging the gap between supply and demand in the rental market. Our unique co-living model revolutionizes how people live, fostering a strong sense of community and enabling financial freedom. As a PadSplit Member, you gain access to a supportive community of like-minded individuals, along with fully furnished rooms and amenities within shared living spaces. It's a vibrant and affordable living experience like no other! For PadSplit Hosts, we provide a reliable stream of residents who have been meticulously vetted to meet our strict safety and community engagement standards. By joining PadSplit, you not only unlock a new revenue stream but also make a positive impact on your community. Join us at PadSplit and be part of the solution to the housing shortage. Together, we can create better living opportunities for all. Contact us today to learn more! #PadSplit #CoLiving #CommunityImpact
See more PadSplit offers

Job description

Are you ready to dive into the world of a fast-paced tech startup? Are you ready to change the world? At PadSplit we're disrupting the affordable housing industry by creating safe, attractive, and respectable co-living environments. If you're motivated by the conviction that working people should have a decent place to live, and want to do something about it, come join us!

At PadSplit, our purpose is to solve our affordable housing crisis one room at a time while leveraging housing as a vehicle for financial independence. Our principles are Care, Show it, Prove it. We live out our principles by embodying our values: Empathy, Optimism, Intellectual Curiosity, Strong Work Ethic, High Integrity, Self-Awareness, and Compassionate Directness.

Learn more about PadSplit here

The Role We Need:

We are seeking a Support Advocate who is detail-oriented, hard-working, and a natural problem solver with a positive attitude. You will embrace a variety of responsibilities with enthusiasm and contribute to our unique company culture while upholding our core principles and values. As part of our Customer Experience Team, you will collaborate with a dynamic group of agents to deliver exceptional, five-star support to PadSplit members.

The Person We Are Looking For:

The ideal candidate is adaptable, empathetic, and a strong communicator. You thrive in fast-paced environments, are quick to learn new systems and processes, and are passionate about providing outstanding customer service. You have a knack for multitasking, possess excellent organizational skills, and approach challenges with a can-do attitude. Your ability to remain calm under pressure and your commitment to excellence make you a perfect fit for our team.

Here’s What You’ll Do Day-To-Day:
  • Provide first-level support to PadSplit members via email and phone (Inbound and Outbound)
  • Troubleshoot and resolve issues related to membership, billing, and property inquiries.
  • Document and escalate complex issues to Tier 2 support or appropriate departments.
  • Ensure timely and accurate resolution of member requests and concerns.
  • Maintain a high level of professionalism and empathy in all interactions.
  • Continuously update and expand knowledge of PadSplit's services, policies, and procedures.
  • Contribute to the development and improvement of support processes and resources.

    • Here’s What You’ll Need To Be Successful:
  • Excellent verbal and written communication skills.
  • More than 3 years of customer service experience (preferably in a call center environment)
  • Intermediate computer skills, and intermediate level of experience with Google Suite
  • Proficiency with customer support software and tools (e.g., Zendesk, Atlas).
  • Strong problem-solving skills and attention to detail.
  • Ability to work flexible hours, including evenings, weekends, and holidays.
  • Strong ability to consistently follow standard operating procedures (SOPs), ensuring quality and efficiency.
  • Consistent and reliable attendance.
  • Previous experience in customer service or support roles, preferably in a tech or housing-related industry.

    • The Interview Process:
  • Your application will be reviewed for possible next steps by the Hiring Manager.
  • If you meet eligibility requirements, the next step would be a video screen with a member of the PeopleOps team for about thirty (30) minutes.
  • If warranted, the next step would be a video interview with our T1 - Supervisor for thirty (30) minutes.
  • If warranted, the next step would be a video interview with our Manager of Tier 1 Support for thirty (30) minutes.
  • If warranted, the final step would be taking an assessment.
  • If warranted, then we move to contract!
    • Job Type: Full-time Independent Contractor

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Real Estate Management & Development
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Relationship Management (CRM) SoftwareCall Center ExperienceGoogle Services

    Other Skills

    • Empathy
    • Problem Solving
    • Professionalism
    • Adaptability
    • Multitasking
    • Customer Service
    • Organizational Skills
    • Detail Oriented
    • Verbal Communication Skills
    Are you interested?

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