Product Support Agent Ii

5 months ago

Hyderabad, India RealPage India Full time

**SUMMARY**

**PRIMARY RESPONSIBILITIES**
- 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 Experience Center areas and more as career progresses
- Perform additional duties as required
- Work directly with the clients on custom reporting modification/creation
- Research and resolve complex client issues for customers that can’t be solved on a single call

**REQUIRED KNOWLEDGE/SKILLS/ABILITIES**
- 2 year of technical customer service experience
- Excellent time management, issue management, and prioritization skills essential
- Strong technical and troubleshooting skills (PCs and Internet computing)
- Strong verbal, written and interpersonal communication skills
- Work outside of standard business hours as needed
- Ability to sit or stand for extended periods of time
- Minimum of 30 wpm typing skills
- Strong work ethic, ability to multi-task, comfortable dealing with a wide variety of skill levels, good public relations skills, ability to defuse tense situations and willingness to comply with overall corporate and departmental policy

**PREFERRED KNOWLEDGE/SKILLS/ABILITIES**
- Bachelor’s degree in Business or Accounting
- 3 years in an Accounting or Financial Analyst role
- Comprehensive knowledge of generally accepted accounting principles (GAAP) and practices
- 2 years of experience in a customer support role
- Well versed in the property management industry and have a strong understanding of accounting practices and principles.
- Knowledge of databases and how to conduct SQL searches
- Previous call center experience
- Familiarity with basic office productivity software
- Ability to troubleshoot hardware
- Understanding of networking (routers, networks, etc.)
- Experience in housing industry, property management or real estate
- Ability to pay attention to details and specifics
- Adaptable to change such as cross training etc.
- Demonstrated superior levels of over the phone customer service and satisfaction
- Fluency in Spanish
- Ability to understand and offer creative solutions to clients based on related corporate accounting practices

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