RealPage

Product Support Agent I - Remote

Job Locations US-TX-Richardson
ID
22-15031
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!

WHAT YOU’LL DO

Product Support Agent I will communicate with customers via phone, chat and/or email inquiries requiring assistance with RealPage software products. Agents will learn to answer common questions to support a specific solution.  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.

 

#LI-MG2

#LI-REMOTE

PRIMARY RESPONSIBILITIES

  • Deliver customer centric care and RealPage software / product assistance via phone, chat or email interactions with customers that drives customer satisfaction and efficiency metrics
  • Answers a high number of commonly asked questions regarding a specific solution within the supported software product
  • Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized account experience with every customer interaction
  • Document customer interactions through the ticket management system, escalating to Tier 2 Agents as necessary
  • Establish relationships and trust with customers during interactions
  • Provide basic training to customers to walk them through how-to utilize the solution
  • Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned Experience Center areas
  • Perform additional duties as required

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Strong customer service and software / product skills
  • Strong verbal, written and interpersonal communication skills
  • Experience using basic functions of MS Office applications (Word, Outlook, PowerPoint, and Excel)
  • Operate during assigned shift determined upon hire based on business need
  • Ability to work a flexible schedule, occasional overtime may be requested
  • Ability to sit or stand for extended periods of time
  • Ability to pay attention to details and specifics from supervisor instructions and in following established policies and procedures
  • Adaptable to change such as cross training etc.
  • Resourceful, creative, and able to think outside the box
  • Highly energetic and self-motivated

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • 2 years of technical and / or customer service experience
  • Some college or equivalent combination of education and experience
  • Previous contact center experience
  • Ability to troubleshoot hardware
  • Ability to utilize screen sharing utilities
  • Experience in housing industry, property management or real estate

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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