CX Advocate, Cust Sup

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).

Required
Qualifications

• 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 or 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