Product Support Agent I at RealPage, Inc.

Cebu City, Central Visayas, Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Phone Support, Chat Support, Email Support, Troubleshooting, CRM Tool, First Call Resolution, Ticket Management System, Customer Satisfaction, Product Knowledge, Technical Skills, Verbal Communication, Written Communication, Interpersonal Communication, MS Office, Typing Speed

Industry

Software Development

Description

Overview The Product Support Agent I will communicate with customers via phone, chat and/or email inquiries requiring assistance with RealPage software products. 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. 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 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 Fluency in Spanish

Responsibilities

The agent will communicate with customers via phone, chat, or email to assist with RealPage software products, diagnose issues, accurately record interactions in the CRM, and aim for high First Call Resolution rates.