Multifamily Technical Support Professional

2 weeks ago

Hyderabad, Telangana, India RealPage, Inc. Full time
Job Overview

As a Product Support Agent II at RealPage, Inc., you will be part of the largest centralized leasing and maintenance phone/email/chat support team in the US Multifamily and Senior housing industry. Our India and Philippines' offices serve as a global expansion strategy providing business continuity, access to a pool of highly skilled service associates, and ability to provide competitive rates to our partners.

About the Role

The Technical Support team in India communicates 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.

Main 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 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
Requirements and Qualifications
  • 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
  • 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
Preferred Requirements and Qualifications
  • 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
Compensation and Benefits

We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience, plus benefits including medical, dental, and vision insurance, 401(k) matching, and paid time off.

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