RealPage

Platinum Support Specialist I

Job Locations US-VT-South Burlington | US-TX-Richardson
ID
20-8767
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

The Platinum Agent I is an expert support representative and client relationship manager with broad experience in RealPage products.  These Agents have strong technical trouble-shooting skills, is a SME in one or more RealPage products and has excellent communication skills at all levels of both client and RealPage organizations. They give their customers one point of contact for support for all their RealPage products and provide full ownership and an end to end solutions for all their issues.  The Platinum Support Agent is responsible for managing the relationship between their clients and RealPage as well as working with them to establish best practices and work as a strategic business partner.   

WHAT YOU’LL DO

  • Manage support issues for assigned cases and clients.
  • Effectively interface and act as a liaison between clients, development, accounting, and product management teams on high profile, complex issues to drive a solution.
  • Escalate issues to various product groups as needed.
  • Communicate with clients for additional information and status updates.
  • Recognize problems and research to identify root cause as well as permanent corrective action measures.
  • Provide weekly reports on updates for clients’ open cases.
  • Attend weekly meetings with clients to discuss their open items and concerns.

 

  • Work with clients on best practices and identify potential for improve business practices and become a strategic business partner with them.
  • Partner with Customer Success Managers, Sales Agents, and any other internal group to develop strategic plans to give the clients the best experience possible with RealPage.
  • Prepare clients for software updates and releases by communicating impact change to their product build.
  • Document all technical and resolutions accurately and thoroughly, develop and review content for knowledge-base.
  • Identify chronic issues and communicate with product center to drive towards a solution.

 

  • Training Product Support Agents on product and process knowledge.
  • Take inbound phone service requests if needed.
  • Provide phone coverage for our Advanced User Line if needed.
  • Participate in After Hours Support Program if needed.
  • Perform additional duties as required.
  • Support and monitoring outside of business hours required for priority issues
  • Portfolio management

PRIMARY RESPONSIBILITIES

PRIMARY RESPONSIBILITIES  

  • Effectively liaison with clients, Development, Support, Customer Success, Sales and Product Management teams on complex or chronic issues to drive solutions for customers. 
  • Partner with Customer Success Managers, Sales, Support Agents, and other internal group to develop strategic plans to give the clients the best experience possible with RealPage. 
  • 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. 
  • Deliver customer centric care via phone, chat, text and email interactions with customers that drives customer satisfaction for complex client issues. 
  • Continue to learn and become proficient on multiple RealPage products by gaining “Skills Certification” in assigned product support areas and more as career progresses. 
  • Works on and escalates cases to Problem Management and act as the primary contact and case owner 
  • Diffuse highly emotional situations 
  • Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps. 
  • Troubleshoot and research problems to identify root cause and permanent corrective action measures. 
  • Facilitate meetings and share reporting with clients to discuss their open items and to identify opportunities to improve business practices. 
  • Prepare clients for software updates and releases by communicating impact change to their product build. 
  • Document all technical information and resolutions accurately and thoroughly, develop and review content for knowledgebase. 
  • Provides knowledge and assistance to team members assisting with knowledge of RealPage products and processes as needed 
  • 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) 
  • 1 year of RealPage Product Support experience  
  • Proficient in at least 2 Realpage products 
  • Must be able to effectively communicate with agents, internal departments, clients, and management. 
  • 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 
  • Good public relations skills, ability to defuse tense situations  
  • Must demonstrate ability to effectively multi-task, triage workflow requests, and rapidly aid customers as needed 
  • Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)  
  • Able to work afterhours on client issues as needed 
  • Ability to sit or stand for extended periods of time  
  • Minimum of 30 wpm typing skills 

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

  • PREFERRED KNOWLEDGE/SKILLS/ABILITIES 

    • At least 1 year of RealPage Product Support or related industry experience 
    • 2 years of RealPage Product Support experience  
    • 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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