Product Support Agent Ii

4 weeks ago

Hyderabad Telangana, India RealPage India Full time

**ABOUT THE TEAM**

The Technical Support team in India communicate with customers via chat inquiries requiring assistance with RealPage software products. Agents will learn to answer technical questions to support a specific solution. The team will possess a deep understanding of the innerworkings of the product, perform technical analysis and communicate solutions to the customers, and findings to the Product Support or Product Engineering teams.

**SUMMARY**

**PRIMARY RESPONSIBILITIES**
- Troubleshoot issues and answers a high number of technical questions regarding a specific solution within the supported software product
- Guide customers through the advanced stages of interaction with the platform/product
- Perform root cause analysis of case for a given product by executing/analyzing SQL queries, exercising/analyzing API requests, evaluating patterns of behavior of the software
- Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized account experience with every customer interaction
- Document customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary
- Establish relationships and trust with customers during interactions
- Provide basic training to customers to walk them through how-to utilize the solution
- Learn and become proficient on one or more RealPage products by gaining “Skills Certification” in assigned Experience Center areas - Perform additional duties as required

**REQUIRED KNOWLEDGE/SKILLS/ABILITIES**
- Strong customer service, technical knowledge and software / product skills
- Strong verbal, written and interpersonal communication skills
- Experience in Sql and basic Api calling
- Operate during assigned shift determined upon hire based on business need
- Ability to work a flexible schedule, occasional overtime may be requested
- Ability to sit or stand for extended periods of time
- Ability to pay attention to details and specifics from supervisor instructions and in following established policies and procedures
- Adaptable to change such as cross training etc.
- Resourceful, creative, and able to think outside the box
- Highly energetic and self-motivated
- Solid organizational and time management skills
- Able to work on a US hours / graveyard shift

**PREFERRED KNOWLEDGE/SKILLS/ABILITIES**
- 2 years of technical support executive and / or customer service experience with technical academic background
- Tech or any graduate equivalent degree with Sql certification and experience
- Ability to troubleshoot issues during a live interaction with customer
- Experience in housing industry, property management or real estate
- Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM and VoIP

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