Product Support Agent I

2 weeks ago

Cebu City, Central Visayas, Philippines RealPage, Inc. Full time ₱300,000 - ₱450,000 per year

Overview
A Product Support Agent is an experienced Customer Service Representative responsible for delivering exceptional support to both internal and external stakeholders. This role offers a unique opportunity to help build a new team focused on onboarding new clients into the HomeWiseDocs system and processing critical forms related to the purchase or sale of properties within Homeowners Associations (HOAs).

Responsibilities

  • Deliver customer centric care via phone, chat or email interactions with customers that drives customer satisfaction.
  • Leverage understanding of the industry, customer's portfolio of products, and their business processes to deliver a personalized experience with every customer interaction.
  • Document customer interactions through the ticket management system.
  • Establish relationships and trust with customers during interactions.
  • Provide basic training to customers that may require a how-to session and walkthrough.
  • Troubleshoot integrated products with customers to isolate issues to root cause.
  • Manage situations that require real-time solutions and setting clear expectations on resolution plans.
  • Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics.
  • Document product knowledge solutions when applicable.
  • Learn and become proficient on one or more RealPage products by gaining "Skills Certification" in assigned product support areas and more as career progresses.
  • Perform additional duties as required.

Qualifications
REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • 2 years of customer service experience.
  • Strong technical and troubleshooting skills (PCs and Internet computing).
  • Strong verbal, written and interpersonal communication skills.
  • Experience using 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.
  • Minimum of 30 wpm typing skills.

Preferred Knowledge/Skills/Abilities

  • Previous call center experience.
  • Ability to troubleshoot hardware.
  • Understanding of networking (routers, networks, etc.).
  • Experience in housing industry, property management or real estate.

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