Software Support Specialist (Mortgage Broker CRM)

Are you looking for an opportunity to be challenged with new learning whilst being part of a tight-knit, high-trust team? We’re creating a remote team in the Philippines to work alongside and support our New Zealand based operations staff. We have built an excellent team in Vietnam who support our software development and we’re excited to replicate this success in the Philippines for our operations.

The purpose of this role is to assist our clients in using our software CRM, Trail. You will help ensure they have an amazing experience by providing prompt and meaningful support when they face challenges or are unsure how to reach an outcome. This is a client-facing role where assistance is provided via chatbot and through online calls. This role involves troubleshooting issues, resolving queries, providing training, and updating our knowledge base.

Experience using a similar CRM product for financial advisers would be beneficial in this role; Trail CRM, MyCRM, LoanApp, XPlan, SalesTrekker, Mercury.
Prior experience with customer chat software, such as Intercom, would also be beneficial.

Responsibilities
– Assessing how to best help clients overcome their challenges through a mixture of providing knowledge base material, investigating workarounds to bugs and writing tailored responses.
– Communicate software issues to the development team through our internal task management software, ClickUp.
– Set up accounts for new clients and send training material to them
– Maintain customer training resources, support documentation and knowledge base.
– Conduct training for clients who require additional support in order to use Trail well.

Desired skills, traits and competencies
– Technology & software – it is essential you have strong computer and software skills
– Customer focus – being personable and empathetic with customers to make their interactions positive
– Problem solving – being outcome focused to meet customer needs with available resources
– Communication – communicate expectations to clients and actionable tasks with team members
– Effective time management – the ability to prioritise workload, resolve tickets as promptly and efficiently as possible.