Product Support Agent – Tier 2 Job Vacancy in RealPage Philadelphia, PA 19127 – Latest Jobs in Philadelphia, PA 19127 – updated today

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Company Name : RealPage
Location : Philadelphia, PA 19127
Position : Product Support Agent – Tier 2

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:

The Tier 2 Support Specialist will serve as a member of the SmartBuildings Customer Success team – working with RealPage properties who currently utlize Smart Access &/or Smart Devices within their property. Smart Buildings includes property solutions for Smart Access, Smart Devices, Smart Wi Fi, and Smart Energy. #LIBW1 #LIRemote
WHAT YOUâLL DO:

As a Tier 2 Support Specialist, you will report to the Manager, Product Suppport.

The Tier 2 Support Specialist will be responsible for solving complex support issues from high-touch or strategically important client properties. In addition, the Tier 2 Support Specialist facilitates Tier 1 agents to solve and route highly complex or multipart incoming support issues
PRIMARY RESPONSIBILITIES:

Clearly communicate timeframes, needs, and solutions via email or phone call to high-touch and strategically important clients
Document customer interactions and needs through the ticket management system
Maintain an in depth understanding of the SmartBuilding product
Research and analyze tickets to discern course of action for the organization’s most difficult support challenges
Provide detailed summaries of software failures and suspected bugs to the appropriate engineering teams
Enable external parties (integrators and certified partners) to support sites
Leverage understanding of the industry, customer’s portfolio, and business processes to develop relationships and deliver a personalized experience with every interaction
Manage situations that require real-time solutions and set clear expectations on resolution plans
Champion tickets and facilitate communication across the organization for resolution
Interact with third party systems that are integral to the functionality of our product
Navigate third party systems integrated with the SmartBuilding product
Relay automated alerts to the appropriate parties
Provide overnight emergency on-call support for Tier 1 agents
Maintain proficiency in internal tools
Master and provide basic troubleshooting steps to internal and external customers
REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

Has strong communication skills, both written and verbal
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 dealing with potentially frustrated customers over the phone or via email
Persistent, outgoing, and motivated personality seeking a culture that values out-of-the-box ideas and solutions.
Desire to engage new systems and technology and convey knowledge to partners and customers.
PREFERRED KNOWLEDGE/SKILLS/ABILITIES:
Performance Indicators:

Successful completion of high-touch and strategically important property tickets
Successful facilitation of referred complex tickets through resolution
External service reviews
Internal peer reviews
Responsiveness to referred tickets and requests for input
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.

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