Job Directory Product Support Agent

Product Support Agent
Hackensack, NJ

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About

Job Description

SUMMARY

Senior Product Support Analysts receive inbound phone, chat or email inquiries from property management professionals requiring assistance with RealPage software products. Specialists quickly respond to the call, chat or email, diagnose the issue, accurately record all issues in the CRM tool, and provide a resolution or assign the case to Tier 2. They train and mentor other teammates as they grow in their knowledge of RealPage products.

PRIMARY RESPONSIBILITIES

All responsibilities from the Product Support Analyst position are included

Provides support through a mix of channels including, but not limited to, Phone, Chat, Web, Client Portal and Email

Participate in After Hours Support Program

Participate in process improvement project such as VSM (Value Stream Mapping) and RCA (Root Cause Analysis) sessions

Participate in client site visits to build and maintain strong relationships for client advisory board

Take part in team and site level activities to identify process gaps and drive improvement

Can be asked to help lead training sessions that overlap with Tier 1 expertise

Perform additional duties as required

REQUIRED KNOWLEDGE - SKILLS - ABILITIES

Bachelor degree preferred; high school or equivalent required

Minimum of 3-5 years providing high quality Customer Support and Technical Support experience minimum

12 months of RealPage Product Support experience preferred.

Consistently demonstrates excellence in performance and behavior

Consistently exceeds CSAT, KCS and Quality standards

SME (subject matter expert) in 1 or more support products

Demonstrated track record of outstanding customer service delivery

Exceptional customer service skills required; minimum of 3 years providing high quality customer service

Highly energetic and self-motivated - going above and beyond for clients is required.

Resourceful, creative, and able to think outside the box

Strong technical and troubleshooting skills in PCs and Internet computing

Willing to take on additional responsibilities

Familiarity with basic office productivity software

Experience in Single Family or Multifamily housing preferred

Ability to work a flexible schedule

Ability to sit or stand for frequent periods in the same location with some opportunity to move about

Occasional overtime may be requested

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