Product Support Agent – Smart Building

🔥 19 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $19 - $33 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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RealPage, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 $18.6M Post-IPO Equity - RealPage on 2022-01

Real Estate • SaaS • B2B

RealPage, Inc. is a provider of property management software and services focused on the rental housing and broader real estate markets. The company offers cloud-based (SaaS) platforms and AI-driven tools for leasing, resident experience, revenue and financial management, utility and sustainability, vendor and spend management, smart building integrations, and analytics—serving multifamily, affordable, student, senior, single-family and commercial property operators. RealPage’s solutions are designed for property management companies, owners, investors and vendors to streamline operations, increase revenue, and improve the resident experience.

📋 Description

• Take ownership of support tickets and drive them through to resolution across teams. • Analyze and troubleshoot multi-layered technical problems to determine appropriate solutions. • Document all customer interactions, findings, and resolutions in the ticketing system. • Communicate clearly and professionally via phone and email regarding issues, timelines, and resolutions. • Set expectations and maintain transparency with customers throughout the resolution process. • Deliver a personalized support experience by understanding customer environments and business needs. • Effectively manage interactions with potentially frustrated customers. • Resolve complex, high-impact support issues for strategic and high-touch clients. • Provide real-time problem-solving for urgent or escalated situations. • Champion tickets internally, coordinating across engineering, product, and partner teams. • Ensure adherence to resolution timelines and service expectations. • Contribute to knowledge sharing, documentation, and troubleshooting guidance. • Maintain in-depth knowledge of and proficiency with internal systems, support tools, platforms, and integrations. • Provide structured summaries of product misbehavior and trends that may help to identify bugs, defects, and system failures to engineering teams. • Manage multiple concurrent tasks and priorities effectively. • Provide on-call or after-hours escalation support as needed.

🎯 Requirements

• 2+ years of customer service experience, preferably in a contact center environment. • Has strong communication skills, both written and verbal. • Strong technical and troubleshooting skills across multiple systems. • A proven track record of communication and people skills. • Problem solver and able to think quickly on the spot. • An unwavering passion for client success. • Preference for working in fast-paced, goal-oriented environments. • Comfortable de-escalating potentially frustrated customers over the phone or via email. • Persistent, outgoing, and motivated personality.

🏖️ Benefits

• Health, dental, and vision insurance. • Retirement savings plan with company match. • Paid time off and holidays. • Professional development opportunities. • Performance-based bonus based on position.