RealPage

Account Product Support Specialist I

Job Locations US-TX-Richardson
ID
21-10761
Category
Product Support
Position Type
Full-Time
Education
Bachelor's Degree
Travel
None

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!


We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.


Come join a team where your work makes an impact every day!

WHAT YOU’LL DO

The Experience, Agent I – Accounting is primarily responsible for providing post-implementation guidance and solutions to RealPage Accounting and/or Realpage Budgeting clients by communicating via phone, chat and/or email inquiries. The Agents quickly respond to the call, chat or email, diagnose the issue, accurately record all issues in the CRM tool and strive to achieve a high First Call Resolution rate or assign the case to Tier 2 agent for further review. The Agent will listen, acknowledge and advise clients how to most effectively utilize the product to meet their needs while not acting as an accounting consultant impacting client accounting philosophy or direction. LI-TP1

PRIMARY RESPONSIBILITIES

  • Deliver customer centric care via phone, chat or email interactions with customers that drives customer satisfaction
  • Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every customer interaction
  • Document customer interactions through the ticket management system
  • Establish relationships and trust with customers during interactions
  • Provide basic training to customers that may require a how-to session and walkthrough
  • Troubleshoot integrated products with customers to isolate issues to root cause
  • Manage situations that require real-time solutions and setting clear expectations on resolution plans Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics
  • Document product knowledge solutions when applicable
  • Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned Experience Center areas and more as career progresses
  • Perform additional duties as required
  • Assist with application configuration as well as configuration of new properties to feed data to Accounting
  • Work directly with the clients on custom reporting modification/creation
  • Research and resolve complex client issues for customers that can’t be solved on a single call

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 2 year of technical customer service experience
  • Excellent time management, issue management, and prioritization skills essential
  • Strong technical and troubleshooting skills (PCs and Internet computing)
  • Strong verbal, written and interpersonal communication skills
  • Experience using MS Office applications (Word, Outlook, PowerPoint, and Excel)
  • Operate during assigned shift determined while having ability to work a flexible schedule based on business need Work outside of standard business hours as needed
  • Ability to sit or stand for extended periods of time
  • Minimum of 30 wpm typing skills
  • Strong work ethic, ability to multi-task, comfortable dealing with a wide variety of skill levels, good public relations skills, ability to defuse tense situations and willingness to comply with overall corporate and departmental policy

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • Bachelor’s degree in Business or Accounting
  • 3 years in an Accounting or Financial Analyst role
  • Comprehensive knowledge of generally accepted accounting principles (GAAP) and practices
  • 2 years of experience in a customer support role
  • Well versed in the property management industry and have a strong understanding of accounting practices and principles
  • Knowledge of databases and how to conduct SQL searches
  • Previous call center experience
  • Familiarity with basic office productivity software
  • Ability to troubleshoot hardware
  • Understanding of networking (routers, networks, etc.)
  • Experience in housing industry, property management or real estate
  • Ability to pay attention to details and specifics
  • Adaptable to change such as cross training etc.
  • Demonstrated superior levels of over the phone customer service and satisfaction Fluency in Spanish
  • Ability to understand and offer creative solutions to clients based on related corporate accounting practices

WHAT WE OFFER

At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

 

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

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