SUMMARY

The Product Support Agent at RealPage is responsible for providing first-level technical and functional support to customers using RealPage software solutions. This role involves troubleshooting issues, guiding users through product features, and ensuring timely resolution of inquiries while maintaining a high standard of customer satisfaction. The ideal candidate is a problem-solver with strong communication skills and a passion for helping clients navigate RealPage’s property software and platforms.

PRIMARY RESPONSIBILITIES

Provide first-tier technical supportto customers via phone, email, or chat. Troubleshoot and resolve basic issues related to RealPage products. Escalate complex issues to relevant support teamswith detailed documentation. Guide customers through step-by-step solutions, ensuring clear communication. Maintain accurate records of customer interactions and resolutions in the ticketing system. Assist with basic software Stay updated on RealPage product features, updates, and known issues. Collaborate with cross-functional teams to improve product support processes. Meet or exceed KPIs (e.g., response time, resolution rate, customer satisfaction).

QUALIFICATIONS

Required:

Must have completed at least three (3) years of college education (preferably in Business, IT or any Technological course) or its equivalent. 1+ years of experience in technical supportor a customer-facing role. Experience in ticketing system Strong problem-solving and analytical skills. Excellent verbal and written communication skills. Ability to multitask in a fast-paced environment.

Preferred Qualifications:

Basic understanding of SaaS, property management software, or related tech. Familiarity with RealPage products(e.g., OneSite, YieldStar, LeasingDesk). Knowledge of SQLor basic database concepts is a plus.

Work Environment

Fast-paced, customer-focused support environment.  Hybrid work setup Occasional overtime or on-call support during critical periods. 

KNOWLEDGE/SKILLS/ABILITIES

Required:

Technical Skills:

Experience with CRM/ticketing systems(e.g., Salesforce, Zendesk). Strong troubleshooting skills in SaaS environments. Familiarity with support tools (e.g., Zendesk, Salesforce, JIRA).  Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.

Soft Skills:

Excellent communication and active listening skills. Patience and empathy when dealing with customers. Ability to comprehend complex technical concepts.  Strong organizational & time-management skills with the ability to handle multiple tasks Ability to collaborate effectively with other team members