Product Support Specialist II
2 weeks ago
About the Role
RealPage, Inc. is seeking a highly skilled Product Support Specialist II to join our Technical Support team in India. As a Product Support Specialist, you will provide exceptional customer service and technical support to our clients via chat, phone, and email interactions.
Key Responsibilities
- Deliver customer-centric care and RealPage software/product/technical assistance via chat or as required via phone or email interactions with customers that drives customer satisfaction and efficiency metrics.
- Troubleshoot issues and answer 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 cases for a given product by executing/analyzing SQL queries, exercising/analyzing API requests, evaluating patterns of behavior of the software.
- Document customer interactions through the ticket management system, escalating up the support organization hierarchy as necessary.
Requirements
- Strong customer service, technical knowledge, and software/product skills.
- Strong verbal, written, and interpersonal communication skills.
- Experience using basic functions of MS Office applications (Word, Outlook, PowerPoint, and Excel).
- Experience in SQL and basic API calling.
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