Product Support Agent I - Tech Support (with Intuit/Quickbooks Experience)

Overview

Make an Impact with RealPage

 

Looking for a role where your work directly influences business outcomes and customer success?

 

At RealPage, you'll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

 

Whether you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll have the opportunity to grow your career while making a real impact.

 

What You'll Do

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

Work Schedule & Setup

• Must be willing to work onsite during the first 90 days of training
• Hybrid setup begins on the 4th month, with two onsite days per week
• Supports US business operations - Fixed graveyard shift schedule with night differential pay

What We Offer

• Enjoy complimentary meals while you’re in the office
• Day 1 HMO coverage with up to two FREE dependents
• Retirement savings plan
• Leave conversion program
• Life insurance coverage
• Enjoy paid time off, company holidays
• Wellness reimbursement benefits of up to PHP 5,000 per year
• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs
• Access to learning, development, and upskilling opportunities designed to help you grow your career
• Collaborate with talented people and work on solutions that make a real-world impact