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Product Support Agent I

2 months ago

Manila, National Capital Region, Philippines REALPAGE (PHILIPPINES), INC. Full time
Product Support Agent

Join our team at RealPage as a Product Support Agent and play a critical role in delivering exceptional customer experiences. As a key member of our support team, you will be responsible for providing top-notch support to our customers via phone, chat, and email, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities:
  • Customer Centric Care: Deliver personalized support to customers, leveraging your understanding of the industry, customer portfolios, and business processes to drive customer satisfaction.
  • Documentation and Record-Keeping: Accurately document customer interactions through our ticket management system, ensuring seamless communication and issue resolution.
  • Troubleshooting and Problem-Solving: Troubleshoot integrated products with customers to identify root causes, providing real-time solutions and setting clear expectations on resolution plans.
  • Training and Education: Provide basic training to customers on how to use our products, ensuring they have the necessary skills to get the most out of our solutions.
  • Product Knowledge and Certification: Learn and become proficient on one or more RealPage products, gaining "Skills Certification" in assigned product support areas and more as your career progresses.
Requirements:
  • Customer Service Experience: 2 years of customer service experience, with a strong focus on technical and troubleshooting skills.
  • Technical Skills: Strong technical skills, including PCs and Internet computing, with experience using MS Office applications (Word, Outlook, PowerPoint, and Excel).
  • Communication Skills: Excellent verbal, written, and interpersonal communication skills, with the ability to work in a fast-paced environment.
  • Scheduling and Flexibility: Ability to work a flexible schedule, including occasional overtime, with a minimum of 30 wpm typing skills.
Preferred Qualifications:
  • Call Center Experience: Previous call center experience, with a strong focus on troubleshooting and problem-solving.
  • Technical Knowledge: Understanding of networking (routers, networks, etc.), with experience in troubleshooting hardware.
  • Industry Knowledge: Experience in the housing industry, property management, or real estate, with fluency in Spanish.