Product Support Agent II

3 months ago

Hyderabad, India RealPage, Inc. Full time

ABOUT THE TEAM

RealPage Product Support is the largest centralized leasing and maintenance phone/email/chat support for the Multifamily and Senior housing industry in the US. 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. Our well-trained associates work around the clock as a natural extension to our partners' onsite teams to field thru prospect inquiries and resident maintenance requests via multiple contact channels (phone, chat, email, etc.) We are also our partners' "first responders" regarding maintenance issues 24/7. We never miss an opportunity to deliver exceptional prospect and resident experiences with our encouraging team who believe in doing their best and helping our clients 

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

Product Support Agents quickly respond to the chat and as required via call or email, diagnose the issue, accurately record all issues in the CRM tool and strive to achieve a high First Call Resolution rate or assign the case to development for further review. This position will report to the Team Leader.

PRIMARY 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 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 using basic functions of MS Office applications (Word, Outlook, PowerPoint, and Excel) 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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