Product Support Agent – Senior

🔥 0 minutes ago

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $21 - $36 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Serve as a Subject Matter Expert on RealPage Data & Analytics products, including Business Intelligence, BI Exchange, and Central Reporting • Provide detailed customer training through how-to sessions, walkthroughs, and documentation • Support customers through inbound, email, chat, and text channels, with priorities shifting according to business needs • Troubleshoot integrated products with customers and isolate issues to root cause • Escalate issues to Product Development, Problem Management, engineering, leadership, or other teams when required • Analyze data, systems, and software functions to resolve customer issues • Mentor peers on customer-centric support for complex client issues • Apply knowledge of customers' portfolios, business processes, and residents to personalize interactions • Share expertise with team members to improve product knowledge and solution speed • Manage real-time solutions while setting realistic expectations and maintaining customer confidence and satisfaction • Achieve customer satisfaction and problem-resolution goals measured by customer input, surveys, and efficiency metrics • Document and share product knowledge, concepts, processes, and efficiencies • Become proficient in four or more RealPage products through assigned Skills Certification • Perform additional duties as required

🎯 Requirements

• 5–7 years of technical customer service experience, 4–5 years of experience within a Software As A Service (SaaS) or RealPage Product Support team, or a Bachelor's or higher degree in a related field of study • Proficiency in RealPage Data & Analytics products • Ability to shift priorities and systems with little notice or supervision • Emerging-leader mindset with equivalent communication, problem-solving, and technical skills • Experience using advanced functions of MS Office applications: Word, Outlook, PowerPoint, and Excel • Ability to mentor and assist junior teammates in MS Office applications • Resourcefulness, creativity, and ability to develop new concepts, processes, and efficiencies • Ability to work an assigned shift determined upon hire and a flexible schedule; occasional overtime may be required • Ability to perform additional duties supporting organizational change, new products, or customer-driven initiatives • Previous senior associate, Team Leader, or trainer experience with contact centers, especially in a SaaS environment • Previous technical troubleshooting experience, especially in a SaaS environment • Specialized technical knowledge related to networking, hardware and software resolutions, routing, websites, and web applications • Experience in the multifamily housing industry, property management, or real estate • Ability to operate a personal computer and communicate effectively • May be required to lift or move 10+ pounds

🏖️ 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 • Additional rewards, including annual bonus and sales incentives, depending on the applicable plan, role, and individual performance