SUMMARY

Team Leader I, primary responsibility is a subject matter expert with diverse functions to support his/her team members and manage daily operations work based on the scope of the assignment. Solution Lead works the escalated cases from their team and creates required business requirement documents for system solution and enhancement if they need to go to the development team. He/she will focus more on technical functions, ensuring correct steps are taken to truly resolve issues, while the performance, development, and behaviour concerns are addressed by the Supervisors.

PRIMARY RESPONSIBILITIES

Perform tasks and functions in the team assignment, and serves as subject matter expert guiding individuals in the team assignment Act as a primary resource for all utility management products and solutions in utility management operations – this includes but is not limited to floor walking, answering questions, researching documentation and knowledgebase articles, and ensuring the highest first call resolution possible. Participate in audits for quality assurance and monitor the progress of flags as identified in the Protocol for Success (Flagging Procedure) Responsible for escalating cases that require assistance from the Development/Problem Management teams Providing detailed and specific documentation to the Account Management teams to ensure a timely resolution is provided to the customer Serves first-line reviewer and auditor for standard operating procedure related to technical functions and tasks in the scope of the assignment, including updating policies and procedures for changes to the work process Ensure standard operating procedures, departmental policies and procedures are followed by specialists in team assignment Monitor specialist or coordinator performance through observations and engage management as necessary Maintain up-to-date knowledge of all government regulations and capabilities of RealPage utility management products and services as well as being a liaison between internal clients and the support group Lead, identify and/or recommend process improvement activities. Works with peers and management to ensure alignment within the global operation

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

At least 2 years supporting the current RealPage utility management product is preferred. 2+ years of technical support experience is required. Flexible, detailed, and able to successfully accept change Must exhibit excellent written and verbal communication skills