SUMMARY
Product Support Agent 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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