RealPage

Product Support Escalation Lead

Job Locations US-TX-Richardson
ID
21-11360
Category
Product Support
Position Type
Full-Time

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!

ABOUT THE TEAM

Lead Product Support Agent’s are experienced Subject Matter Experts (SME) responsible for providing outstanding 2nd level support across multiple products.  Lead Product Support Agents will “own” the process for escalated customer issues. They will work cross functionally within RealPage and directly work with customers to quickly address their concerns.  The Lead Product Support Agent provides assistance to their teammates and is responsible for helping their teammates achieve the team goals and provides exceptional support experience. In addition, Team Leads provide direct support through various channels when needed including phone, email, chat, web, text and client portal.

WHAT YOU’LL DO

Lead Product Support Agent’s are experienced Subject Matter Experts (SME) responsible for providing outstanding 2nd level support across multiple products.  Lead Product Support Agents will “own” the process for escalated customer issues. They will work cross functionally within RealPage and directly work with customers to quickly address their concerns.  The Lead Product Support Agent provides assistance to their teammates and is responsible for helping their teammates achieve the team goals and provides exceptional support experience. In addition, Team Leads provide direct support through various channels when needed including phone, email, chat, web, text and client portal.

PRIMARY RESPONSIBILITIES

PRIMARY RESPONSIBILITIES

  • Deliver customer centric care via phone, chat, text and email interactions with customers that drives customer satisfaction for complex client issues
  • Leverage advanced understanding of the industry, customer’s portfolio of products, and their business processes or residents to deliver a personalized experience with every customer interaction
  • Document customer interactions through the ticket management system
  • Troubleshoot integrated products with customers to isolate issues to root cause escalates to Product Development when required
  • 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 and share product knowledge solutions when applicable
  • Continue to learn and become proficient on multiple RealPage products by gaining “Skills Certification” in assigned product support areas and more as career progresses
  • Provides knowledge and assistance to junior team members assisting with knowledge of RealPage products and processes
  • Escalates cases to Problem Management and act as the primary contact and case owner
  • Perform advanced data fixes required for case resolution
  • Research and resolve the most complex issues for the Product Support Team
  • Build and sustain strong relationships with cross functional departments in order to troubleshoot escalated customer issues
  • Diffuse highly emotional situations
  • Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps.
  • Perform additional duties as required

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

 

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 5 years of providing superior levels of technical customer service experience via multiple channels (phone/email/text/chat)
  • 2 years of RealPage Product Support experience
  • Proficient in 4 Realpage products
  • Strong technical and troubleshooting skills (PCs and Internet computing)
  • Strong verbal, written and interpersonal communication skills with a proven ability to coach and mentor others
  • Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)
  • Operate during an assigned shift determined upon hire based on business need and able to work a flexible schedule, occasional overtime may be requested
  • Ability to sit or stand for extended periods of time
  • Minimum of 30 wpm typing skills

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • Bachelor’s degree or equivalent combination of education and experience
  • Consistently demonstrates excellence in performance and behavior
  • Resourceful, creative, and able to think outside the box
  • Technical certifications
  • Flexible, detailed, and able to successfully accept change
  • Proven ability to rapidly gain product knowledge and effectively communicate it to agents
  • Excellent written and verbal communication skills
  • Ability to multi-task and deal with a variety of unrelated issues simultaneously
  • Adaptable to change such as cross training etc.
  • Highly energetic and self-motivated
  • Fluency in Spanish

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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