RealPage

Developer Analyst

Job Locations US-MA-Boston
ID
21-11547
Category
Customer Service
Position Type
Full-Time
Education
High School Diploma/GED
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!

ABOUT THE TEAM

Buildium's Level 2 team works with our customers, and our product and engineering teams to identify issues impacting our customers, and to assess their criticality. 

WHAT YOU’LL DO

As a member of the Level 2 Technical Support team, your role will consist of many parts. You will need to be a forensic investigator exploring strange behavior in customer accounts. A walking, talking technical documentation able to explain expected software behavior. A powerful wizard who can conjure solutions to impossible problems, and a fanatical advocate for our customers and fellow Buildians. You will need to keep a cool head under pressure, and be able to seamlessly pivot from high priority to critical items as they arise. You’ll have to leverage your excellent communication skills to help explain customer needs, unexpected product behavior, and complex fixes in simple, clear, and digestible terms, while staying humble and conscious of your own assumptions and biases. You’ll need to do all this, while embodying our core values every day. You’ll sometimes need to work odd hours, as issues arise that require coordination with our development teams around the world.

 

After at least a year’s experience on the frontline of customer support, you know our product, and you know the customers who need our help the most. You take responsibility where you can and you get the job done. You’re ready for the next challenge.

 

This position will report to the Manager of the Level 2 team.

PRIMARY RESPONSIBILITIES

PRIMARY RESPONSIBILITY - Support Our Customers

  • Provide first class ticket and email support for our customers, getting on the phone when they need that extra assurance
  • Provide customers with viable workarounds while solutions are being developed
  • Distill complex explanations for Buildium behavior into easy to understand instructions
  • Manage the Level 2, PFU, and Developer Support queues of support tickets

 

ADDITIONAL RESPONSIBILITIES

Support Our Product

  • Communicate software issues with product managers and engineering teams, to get timely resolutions to customer problems and issues with new releases
    • Clearly write detailed descriptions of issues for developers to work from, providing expected resolution and priority
    • Provide updates to customers and customer facing support teams about ongoing issues and workarounds
    • Manage messaging to customers for critical issues via Buildium Status

  • Coordinate communications with all of our integration partners regarding customer issues and fixes
    • Work with product, engineering, and our integration partners to develop the most effective support methods for addressing customer issues for new integrations

 

Support Our Team

  • Work with Level 1 C2d Agents to resolve issues. Be a trusted resource for Level 1, CSMs and Onboarders. Help them resolve the issues they need help with and use the opportunity to share logic and enhance the strength of the team
  • Handle overflow Level 1 ticket volume as a backup function
  • Work with relevant stakeholders to estimate costs to the customer for additional one off work, like accessing backups or complicated data migration 

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Product expertise on our software, inside and out
  • Excellent verbal and written communication skills
  • Exceptional analytical and problem-solving skills
  • Self-sufficient and comfortable with ambiguity
  • Innate ability to dig deeper and catch the small details
  • Demonstrated ability to exercise good judgment in handling customer’s issues and creating innovative solutions to their concerns
  • Ability to work independently and as part of a team to meet critical deadlines
  • Deep understanding of accounting and property management industry
  • Minimum one year's experience as a Buildium Level 1 C2d agent
  • Strong sense of urgency and a desire to resolve issues and advocate for customers.
  • Must be flexible and be able to re-prioritize based on customers demands #LI-REMOTE

 

#LI-CP1

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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