Position: Technical Customer Support Specialist - Remote (Philippines)
Department: Customer Support
Reports To: Team Leader - Support
Location: Remote, Philippines
Job Summary:
We are seeking a Customer Support Specialist to join our team at Proptech Labs, a fast-growing Saa S company transforming property management through innovative solutions. In this role, you will be the first point of contact for clients, delivering exceptional support for our products. You will handle enquiries via email, chat, and phone, troubleshoot technical issues, and ensure customer satisfaction while collaborating with product and engineering teams to drive continuous improvements. This is a remote position offering flexibility, career development opportunities, and the chance to work in a collaborative, innovative environment where your ideas and contributions truly matter.
Key Responsibilities:

• Provide first-line technical support via email, chat, and phone for Proptech Labs' software products, including Bricks + Agent, Invoice Automate, Inspection Manager, and Re Heroes.
• Troubleshoot and resolve customer issues promptly, escalating more complex problems to second-tier support when required.
• Maintain and update our knowledge base, assisting customers with self-service solutions and improving internal resources.
• Monitor support ticket queues, ensuring timely and professional responses in line with service level agreements (SLAs).
• Work closely with product and engineering teams to relay customer feedback, assist in issue resolution, and contribute to product improvements.
• Assist with onboarding and training new customers, ensuring they are well supported in using our platforms.
• Participate in team discussions and share insights to improve customer support processes.

Essential Soft Skills:

• Strong communication skills—able to explain complex issues clearly and concisely to customers, maintaining a friendly and professional tone.
• Excellent problem-solving abilities, with strong attention to detail.
• Proactive and able to work independently to resolve issues.
• Organised, efficient, and capable of managing multiple tasks effectively.
• Team-oriented, with a collaborative mindset, sharing knowledge and contributing to team success.
• Eagerness to learn new technologies and continually improve.

Core Competencies:

• 2-3+ years’ experience in customer service and/or technical support.
• 2-3+ years' experience managing support requests via email, phone, and live chat.
• Proficient in using customer service software.
• Excellent communication skills—the ability to explain technical concepts clearly, both in writing and verbally, to customers at all levels.

Desirable:

• Familiarity with Zendesk or Intercom CRM.
• Previous experience as a Technical Support agent.
• Knowledge of the property management or real estate industry.

Working Conditions:

• Remote work environment with virtual meetings.
• Flexible working hours, with some overlap with Australian business hours required.

Job Types: Full-time, Permanent
Pay: From Php387,500.00 per year
Benefits:

• Work from home

Schedule:

• 8 hour shift
• Monday to Friday