Implementation Specialist

Summary:

The Implementation Specialist is at the heart of the first customer experience. The Implementation Specialist role is responsible for guiding clients through the onboarding/setup process from the time a purchase order is signed until the client’s Ylopo account has been activated. The Implementation Specialist will manage his/her own book of business, clients with whom frequent phone, text, and email interaction is required. Some special projects may be assigned as well.

Team members well-suited to this role will have a track record of being client-focused and providing exceptional service, both internally and externally within an organization. Attention to detail and exceptional organizational skills are a must. This role requires excellent communication skills, both through email/tickets and over the phone. Candidates do not have to have prior experience working at software or marketing companies, but should be willing to learn the intricacies of the Ylopo product and understand how to guide clients through setup to use the product effectively. Most importantly, we’re looking for candidates who are quick-thinking, detail-oriented, patient, positive, and thoughtful.

Responsibilities:

• The primary responsibility of this role is to provide customer support, troubleshooting help and guidance/training to new clients in setup and address questions and concerns related to the client setup process and/or use of our tools and systems
• Perform mostly phone, but also email and text outreach to clients in setup
• Follow up consistently with all clients in setup with pending roadblocks
• Respond (via phone/email/text) to all clients in a timely manner to provide a high level of customer support
• Develop great client relationships to keep new clients excited about joining Ylopo
• Speak confidently and professionally with clients
• Serve as subject matter expert for Ylopo setup process
• Learn the ins and outs of Ylopo product
• Collaborate with sales, billing, marketing, international, and technical teams on special projects/phone outreach campaigns as needed

Specific Tasks:

• Conduct welcome calls with new clients in setup assigned to your book of business (~20% of your time)
• Lead client through the setup process to ensure all documents required for setup are completed timely (25%)
• Review all returned client forms (CIF, Ad Areas, ISA) for clients assigned and follow-up with clients directly if any information is missing or needs clarification (10%)
• Perform each task associated with completing a client setup (20%)
• Answer any questions clients in setup have about the setup process, “going live,” or the Ylopo product (10%)
• On occasion, you may be asked to perform outreach to clients in set up outside of your book of business (10%)
• Special projects may be assigned (5%)

Requirements:

• Previous experience in a support, training, or customer service role
• Professional manner
• Consistent work habits and strong work ethic
• Strong organizational skills and attention to detail
• Ability to multitask, and work independently toward deadlines
• Strong written and verbal communication skills, ability to work well in a small group setting
• Positive demeanor, trustworthy character
• Ability to take the initiative and see projects and tasks through to completion
• Ability to understand and convey detailed information about our services and systems
• Understanding of real estate and the real estate profession a plus, but not necessary
• Strong phone skills

System Requirements:

• Processor for both main and backup computer should be 2ghz and above, Intel core 5/7 is highly required
• Ram should be at least 16 gig with 100 gb Free disk space
• USB headset with noise canceling feature
• At least 20 mbps & up wired connection for main isp
• Back up internet is a must (strictly no USB Sticks allowed)

Shift Schedule: 9AM - 6PM Pacific Standard

Rate: rate starts at PHP 40,000

MAGIC WORD: YLOPER

https://www.ylopo.com/about-us

https://www.ylopo.com/ph-culture-page