RealPage

Manager III

Job Locations US-TX-Richardson
ID
20-7595
Category
Product Support
Position Type
Full-Time

BE Innovative. BE RealPage.

RealPage Outperforms! We are a leading global provider of software and data analytics to the real estate industry. Clients use our platform to improve operating performance and increase capital returns.

 

We are a run fast, have fun and reap rewards type of environment. RealPage offers an engaging work culture that fosters personal and career growth for our employees. We continually reinvent and evolve to meet the needs of the customers we serve through technology and vision. You can feel it in the work we do and the clients that benefit. Our unique company philosophy fosters innovation, excellence and collaboration.

Overview

The Product Support Manager will be responsible for all general office duties, designing and implementing training procedures, staffing requirements, call distribution, and providing scheduled reports (pertaining to Product Support) on all RealPage products.

 

In addition, the manager is responsible for keeping team members motivated.  This needs to be accomplished by fully communicating job descriptions, performance expectations and career paths.  The manager must present to upper management a regular analysis of calls received in order to help determine any changes needed in staff size and skill requirements, including staff development needs.

 

The main responsibility of the Product Support manager is to determine staff needs in order to build a team of representatives who can provide the best service to the customers and help the organization meet its goals.

Responsibilities

  • Management of departmental budget and budget variances.
  • Maintain liaison with all divisions to keep abreast of policy and procedure changes
  • Ensure service level agreements are met or exceeded
  • Represent the department on task forces and cross-functional teams
  • Oversee daily center operations as well as selection of staff
  • Supervise subordinates and perform formal reviews
  • Assist, guide, and train subordinate personnel in their assigned functions
  • Review changes to existing procedures for user operating manuals
  • Monitor and review Support programs used to measure department performance

Qualifications

  • Minimum of 6 years experience managing a technical support operation
  • Bachelors degree preferred
  • Minimum of 4 years supervisory experience
  • Must have a good grasp of a variety of operating environments, including but not limited to DOS, Windows, Windows 95
  • Thorough knowledge of the property management industry highly preferred
  • Excellent written and verbal communication skills
  • Self-motivated and goal oriented
  • Ability to multi-task and deal with a variety of unrelated issues at the same time
  • Good working knowledge of Word, Excel and PowerPoint for presentations and reports required
  • Ability to work with people in all levels of the organization
  • Excellent customer service skills including the ability to diffuse tense situations
  • Demonstrated ability to lead and develop others
  • Desire to increase base of knowledge through increased training and education
  • Patience and tolerance
  • Ability to work extended hours when necessary
  • Occasional travel (approx 10%)

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