Customer Advocate, Cust Sup

1 hour ago

Manila Pasig Philippines RealPage Full time ₱15,000 - ₱30,000 per year


Overview

The Customer Experience (CX) Advocate at RealPage is responsible for providing first-level technical and functional support to customers using RealPage software solutions. This role involves troubleshooting issues, guiding users through product features, and ensuring timely resolution of inquiries while maintaining a high standard of customer satisfaction. The ideal candidate is a problem-solver with strong communication skills and a passion for helping clients navigate RealPage's property software and platforms.



Responsibilities

  • Provide first-tier technical support to customers via phone, email, or chat.
  • Troubleshoot and resolve basic issues related to RealPage products.
  • Escalate complex issues to relevant support teams with detailed documentation.
  • Guide customers through step-by-step solutions, ensuring clear communication.
  • Maintain accurate records of customer interactions and resolutions in the ticketing system.
  • Assist with basic software navigation.
  • Stay updated on RealPage product features, updates, and known issues.
  • Collaborate with cross-functional teams to improve product support processes.
  • Meet or exceed KPIs (e.g., response time, resolution rate, customer satisfaction).


Qualifications

Required:

  • Must have completed at least three (3) years of college education (preferably in Business, IT or any Technological course) or its equivalent.
  • 1+ years of experience in technical support and a customer-facing role.
  • Experience in ticketing system
  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication skills.
  • Ability to multitask in a fast-paced environment.

Preferred Qualifications:

  • Basic understanding of SaaS, property management software, or related tech.
  • Familiarity with RealPage products (e.g., OneSite, YieldStar, LeasingDesk).
  • Knowledge of SQL or basic database concepts is a plus.

Work Environment

  • Fast-paced, customer-focused support environment.
  • Hybrid work setup
  • Occasional overtime or on-call support during critical periods.

KNOWLEDGE/SKILLS/ABILITIES


Required:

Technical Skills:

  • Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).
  • Strong troubleshooting skills in SaaS environments.
  • Familiarity with support tools (e.g., Zendesk, Salesforce, JIRA).
  • Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.

Soft Skills:

  • Excellent communication and active listening skills.
  • Patience and empathy when dealing with customers.
  • Ability to comprehend complex technical concepts.
  • Strong organizational & time-management skills with the ability to handle multiple tasks
  • Ability to collaborate effectively with other team members

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