About this role
Overview
The Product Support Agent I will communicate with customers via phone, chat and/or email inquiries requiring assistance with RealPage software products. 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.
Responsibilities
- Deliver customer centric care via phone, chat or email interactions with customers that drives customer satisfaction
- Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every customer interaction
- Document customer interactions through the ticket management system
- Establish relationships and trust with customers during interactions
- Provide basic training to customers that may require a how-to session and walkthrough
- Troubleshoot integrated products with customers to isolate issues to root cause
- Manage situations that require real-time solutions and setting clear expectations on resolution plans
- Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics
- Document product knowledge solutions when applicable. Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned product support areas and more as career progresses. Perform additional duties as required
Qualifications
- 2 years of customer service experience
- Strong technical and troubleshooting skills (PCs and Internet computing)
- Strong verbal, written and interpersonal communication skills
- Experience using 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
- Minimum of 30 wpm typing skills
PREFERRED KNOWLEDGE/SKILLS/ABILITIES:
- Previous call center experience
- Ability to troubleshoot hardware. Understanding of networking (routers, networks, etc.)
- Experience in housing industry, property management or real estate
- Fluency in Spanish
Other facts
About RealPage, Inc.
RealPage is the leading global provider of AI-enabled software platforms to the real estate industry. By using RealPage solutions for operational excellence in the front office and throughout property operations, many leading property owners, operators and investors gain transparency into asset performance with data insights, enhancing experiences with customized tools and improving efficiencies to generate incremental yield. In 2021, 2022, 2023 and 2024, RealPage was recognized as ENERGY STAR® Partner of the Year for Sustained Excellence from the Environmental Protection Agency (EPA) and the U.S. Department of Energy. In 2024, RealPage was recognized as one of America’s Best Employers by Forbes and America’s Best Employers for Women by Forbes and one of America’s Greatest Workplaces for Women by Newsweek. RealPage has been recognized as The TITAN Innovation Awards’ 2024 Gold Winner in the Innovation in Services and Solutions – Real Estate category for LOFT™.
Founded in 1998 and headquartered in Richardson, Texas, RealPage joined the ThomaBravo portfolio of market-leading enterprise software firms in 2021 to realize faster growth and innovation in serving more than 24 million rental units from offices in North America, Europe and Asia. RealPage has been certified as a Great Place to Work™ in India, the Philippines, the UK and the U.S.
What you'll do
- The Product Support Agent I will assist customers with RealPage software products through phone, chat, and email. They will diagnose issues, document interactions, and strive for high customer satisfaction.
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