Product Support Agent I

Product Support Agent I will communicate with customers via phone, chat and/or email inquiries requiring assistance with RealPage software products. Agents will learn to answer common questions to support a specific solution. Agents quickly respond to the call, chat 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 Tier 2 agent for further review.

PRIMARY RESPONSIBILITIES

• Deliver customer centric care and RealPage software / product assistance via phone, chat or email interactions with customers that drives customer satisfaction and efficiency metrics
• Answers a high number of commonly asked questions regarding a specific solution within the supported software product
• 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 to Tier 2 Agents 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 Product Support areas
• Perform additional duties as required

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Strong customer service and software / product skills
• Strong verbal, written and interpersonal communication skills
• Experience using basic functions of MS Office applications (Word, Outlook, PowerPoint, and Excel)
• 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

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

• 2 years of technical and / or customer service experience
• Some college or equivalent combination of education and experience
• Previous contact center experience
• Ability to troubleshoot hardware
• Ability to utilize screen sharing utilities
• Experience in housing industry, property management or real estate