Product Support Agent III

Overview

The Product Support Agent III is a senior, experienced product support specialist who resolves complex inquiries and solution requests from property management professionals using RealPage's Data & Analytics products, including Business Intelligence, BI Exchange, and Central Reporting.

Responsibilities

• Serves as a Subject Matter Expert (SME) on RealPage's Data & Analytics products, including Business Intelligence, BI Exchange, Central Reporting, providing detailed training to customers through how-to sessions, walk-throughs, and documentation.
• Troubleshoot integrated products with customers to isolate issues to root cause escalating to Product Development when required.
• Analyzes data, systems and software functions and escalates cases to Problem Management, engineering or other teams to resolve a customer issue.
• Mentors peers on delivering customer centric care via phone, chat, text and email interactions with customers that drives customer satisfaction for complex client issues.
• Manages real time solutions while setting realistic expectations, retaining customer confidence, satisfaction and relationships.
• Achieve SME levels of customer satisfaction and problem resolutions as measured by customer input, satisfaction surveys and efficiency metrics.
• Use experience and expertise to document and share product knowledge solutions; new concepts, processes or efficiencies.
• Continue to learn and become proficient on four or more RealPage products by gaining “Skills Certification” in assigned Product Support areas and more as career progresses.
• Perform additional duties as required.

Qualifications

• 5-7 years of technical customer service experience, 4-5 years experience within a Software As A Service (SAAS) or RealPage Product Support team or a Bachelors or higher degree in a related field of study.
• Proficient in RealPage Data & Analytics products; able to shift priorities and systems with little notice or supervision.
• Mindset of an emerging leader; with equivalent communication, problem solving and technical skills.
• Experience using advanced functions of MS Office applications (Word, Outlook, PowerPoint, and Excel); able to mentor and assist junior teammates in these applications when appropriate.
• Resourceful, creative, and able to think outside the box; able to assess and identify or develop new concepts, processes and efficiencies.
• Infectious energy and motivation positively impacting team performance and customer experiences.
• Ability to perform all other duties as may be required from time-to-time to support organizational change, new products or customer driven initiatives.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

Pay Range

USD $21.54 - USD $36.63 /Hr.