RealPage

Product Support Agent - REMOTE

Job Locations US-REMOTE
ID
22-15752
Category
Product Support
Position Type
Full-Time
Education
Associate'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!

ABOUT THE TEAM

Tier 2 Support Specialist within the Smart Buildings (Smart Access & and Smart Devices) serves as a key member of the Customer Success team - resolving complex support issues for high-touch or strategically important client properties.  The Tier 2 Customer Specialist works with cross functional teams to resolve and confirm resolution of open issues.  Tier 2 support team consists of a manager, Team Lead, Critical Escalations point person, and (5) specialists across a 1600 plus property portfolio.  Customer satisfaction including property staff and residents is crucial to continuing utilization and renewal of the SaaS services. 

 

#LI-MG2

WHAT YOU’LL DO

The Tier 2 Support Specialist will serve as a member of the Smart Buildings Customer Success team - working with RealPage properties who currently utilize Smart Access &/or Smart Devices (IoT) within their property.  Smart Buildings includes property solutions for Smart Access, Smart Devices (IoT), and Smart Wi Fi. 

As a Tier 2 Support Specialist, you will report to the Manager, Product Support. 

PRIMARY RESPONSIBILITIES

  • Clearly communicate timeframes, needs, and solutions via email or phone call to high-touch and strategically important clients 
  • Document customer interactions and needs through the ticket management system 
  • Maintain an in depth understanding of the Smart Building product 
  • Research and analyze tickets to discern course of action for the organization's most difficult support challenges 
  • Provide detailed summaries of software failures and suspected bugs to the appropriate engineering teams 
  • Enable external parties (integrators and certified partners) to support sites 
  • Leverage understanding of the industry, customer’s portfolio, and business processes to develop relationships and deliver a personalized experience with every interaction 
  • Manage situations that require real-time solutions and set clear expectations on resolution plans 
  • Champion tickets and facilitate communication across the organization for resolution 
  • Interact with third party systems that are integral to the functionality of our product 
  • Navigate third party systems integrated with the Smart Building product 
  • Relay automated alerts to the appropriate parties 
  • Provide overnight emergency on-call support for Tier 1 agents  
  • Maintain proficiency in internal tools  
  • Master and provide basic troubleshooting steps to internal and external customers 

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • High degree of technical support knowledge and skills 
  • Has strong communication skills, both written and verbal 
  • A proven track record of communication and people skills 
  • Problem solver, and able to think quickly on the spot 
  • An unwavering passion for client success 
  • Preference for working in fast-paced, goal-oriented environments 
  • Comfortable dealing with potentially frustrated customers over the phone or via email 
  • Persistent, outgoing, and motivated personality seeking a culture that values out-of-the-box ideas and solutions. 
  • Desire to engage new systems and technology and convey knowledge to partners and customers. 

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

Performance Indicators: 

  • Demonstration of quality standards as evidenced through quality assessments 
  • Successful completion of high-touch and strategically important property tickets 
  • Successful facilitation of referred complex tickets through resolution 
  • External service reviews 
  • Successful adherence to established requirements for resolution timeliness 
  • Internal peer reviews 
  • Responsiveness to referred tickets and requests for input 

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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