Product Support Agent I

2 weeks ago


Philippines Central Visayas RealPage, Inc. Full time
Summary

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


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