Help Desk Coordinator II

🔥 28 minutes ago

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RealPage, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📦 Logistics

📣 Marketing

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

Consulting • Logistics • Marketing

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

• Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively. • Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance. • Conduct remote troubleshooting for network-related problems. • Identify access points and evaluate their functionality, including heartbeats and the number of users. • Determine the necessity of rebooting wireless access points to resolve connection issues. • Utilize MAC addresses to ascertain the connection status of devices. • Resolve cable and video-related issues. • Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller. • Rectify video and programming problems on Dish Smart Boxes. • Handle matters escalated from property staff. • Perform other duties as assigned.

🎯 Requirements

• Possession of a High School Diploma or GED. • Proficiency in network and wireless troubleshooting. • More than 2 years of experience in customer service. • Over 1 year of technical support experience. • Strong written and oral communication skills. • Exceptional telephone etiquette. • Detailed documentation capabilities. • Strong technical troubleshooting skills. • Exceptional problem-solving abilities. • A genuine passion for helping others. • Effective communication skills. • A desire to be an integral part of a dynamic and supportive team. • Familiarity with Ruckus, Juniper, and Cambium Access Points. • Experience with Zendesk or another ticketing system. • Previous work experience with an Internet Service Provider (ISP).

🏖️ 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.