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Product Support Agent II

Company: RealPage, Inc
Location: Richardson
Posted on: November 12, 2021

Job Description:

WHO WE ARE

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!

We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.

Come join a team where your work makes an impact every day!

ABOUT THE TEAM

STRATIS, named one of Entrepreneur Magazine's 'Best Companies in America,' builds smart apartments & smart buildings for smart cities. As the only system of its kind built for the complexities of multifamily/campus communities, STRATIS leads the global movement for smart cities in the urban-residential sector. Since initial rollout 2 years ago, STRATIS has been installed in 200,000 units across 46 states.

WHAT YOU'LL DO

RealPage is currently seeking a Customer Support Specialist for our Richardson, TX office. The Customer Support Specialist will be responsible for supporting our property managers, partners and portfolios across the U.S. The ideal candidate should be able to effectively communicate solutions, updates and company initiatives to our clients. The Customer Support Specialist should be a self-starter and have the ability to work quickly and effectively through customer support tickets. Tier II agents should diagnose the issue, accurately record all issues in the CRM tool, and provide a resolution or further escalation. They train and mentor other teammates as they grow in their knowledge of CommunityConnect products. This is a unique opportunity to support an ever-changing product in a dynamic industry.

PRIMARY RESPONSIBILITIES

Provide technical support to STRATIS users over the phone, via email and through other selected channels
Take ownership of challenging customer issues, and escalate when necessary
Direct customers to the correct department or partner for assistance as needed
Improve system performance by identifying bugs and recommending changes
Properly manage and document all work performed as part of the ticket queue management process
Continually learn about the STRATIS platform and new integrations

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Be able to pinpoint what integration is being used by picking out key words the property is using
Understand the basics of Network protocols such as Z-wave, LoRa, and WiFi to be able to provide the right assistance at Tier 1 as each protocol interacts with devices differently
Understand the differences in hardware between all the lock sets and how each requires a different process to troubleshoot
Have a basic understanding of a smart building: How building wide access control works, how common/amenity area access control works, how unit access control works, and how smart IoT devices can be utilized
Understand the multifamily industry and how different stakeholders are required to solve different problems. A hardware issue on a property will have to be redirected to Allegion or their integrator for example

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

Bachelor's Degree or equivalent combination of education and experience;
Experienced in technical support or customer success (SaaS and start-up experience a plus)
Strong communicator over the phone and through email with the ability to build effective relationships both inside and outside of STRATIS
Must be a critical thinker and problem solver
Confident adapting to rapid change in a metrics-based and performance-driven environment
Comfortable dealing with potentially frustrated customers over the phone or via email
Ability to quickly pick up a variety of software applications with ease
Experience with Salesforce would be a bonus!
Persistent, outgoing, and motivated individual seeking a culture that values out-of-the-box ideas and solutions

WHAT WE OFFER

At RealPage, we're always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.

RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

Keywords: RealPage, Inc, Richardson , Product Support Agent II, Sales , Richardson, Texas

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