Technical Support Specialist

What is AgentFire

AgentFire.com is a US-based SaaS company that provides real estate websites and digital solutions for real estate agents, teams, and brokerages throughout the USA & Canada.

Our platform stands out with a tiered design approach, from express setups to fully custom websites, complemented by a rich marketplace of add-ons and integrations (PPC, CRM, and more). This flexibility ensures our clients get a site perfectly aligned with their budget and goals.

We're proud to be the top-rated real estate web platform on every major review site, which means our clients already love our product. As a Senior Customer Support Specialist, you'll be the friendly expert who helps them continue to have a stellar experience.

We've got an awesome team with amazing chemistry! Check out our Glassdoor reviews here:

https://www.glassdoor.com/Reviews/AgentFire-Reviews-E1258957.htm

What We're Looking For

A friendly, highly technical, and self-motivated Senior Customer Support Specialist who loves problem-solving and excels at delivering a 5-star experience for our clients. We want someone who is driven by personal growth, has a knack for efficiency, and isn't afraid to tackle tech challenges, especially within WordPress and SaaS environments.

If you're known for a can-do attitude, outstanding communication skills, and the ability to brighten someone's day (even when delivering tough news), this might be the perfect fit for you.

The Role

You'll be on the front lines of our customer experience, ensuring our clients get swift, thorough, and white-glove service. Specifically, you'll:

• Manage incoming support tickets via HubSpot.
• Provide phone support and guide customers through troubleshooting steps.
• Continually help expand our knowledge base by writing and refining articles.
• Support our clients with WordPress website inquiries and integrations.

Performance Goals

• 30 Days: Meet the team, learn the ins and outs of our platform, and begin answering tickets.
• 60 Days: Master the AgentFire platform, confidently handle tickets and phone calls, conduct virtual meetings, and contribute daily to our knowledge base.

Requirements

• Language Proficiency: Perfect English communication (written and spoken).
• 3+ years in a mid-to-high level support role.
• 2+ years of WordPress experience.
• 1+ year working with websites or SaaS applications.
• Experience building or maintaining a knowledge base.
• Tech Savvy: Comfortable using web-based ticketing systems, collaborating on Slack/Asana, and handling light troubleshooting in a web environment.
• Mindset: Motivated, efficient, upbeat, and ready to face challenges head-on.

Compensation & Benefits

• Hourly Rate: $10 to $18 USD per hour (commensurate with experience).
• Job Type: Fully Remote, full-time (40 hours per week).
• Weekend Hours: Optional paid weekend shifts are available if you'd like extra hours.

While we currently offer a competitive pay structure and remote flexibility, we're continually exploring additional benefits and perks for our global team. As we grow, there's huge potential for career advancement and added benefits along the way.

Location & Hours

• Open to candidates based the Philippines.
• Schedule: Monday to Friday, 9:00 AM to 5:00 PM US Pacific Time (PT).

Software We Use

• CRM: HubSpot (for managing support tickets & customer interactions)
• Team Communication: Slack
• Project Management: Asana & ClickUp
• Virtual Meetings: Google Meet