AI-Driven SaaS Support Specialist

REALPAGE (PHILIPPINES), INC.; Pasig; Hybrid; PHP 670,000 - 1,004,000; Full time

Job summary

RealPage Philippines, Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for RealPage software solutions.

You will troubleshoot complex issues, guide users through product features, and ensure timely resolution while maintaining high customer satisfaction. You will participate in AI-enabled and automation-driven support initiatives, leveraging scripts and tools to improve efficiency, accuracy, and the overall customer experience.

Qualifications

• Must have completed at least three (3) years of college education (preferably in Business, IT or any Technological course) or its equivalent
• 2–4 years of technical customer service experience, preferably within a SaaS or RealPage Customer Support team
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Ability to multitask in a fast-paced environment
• Experience in Python, AI tools, automation platforms, or scripting

Responsibilities

• Handles complex issues, such as troubleshooting CRM tool configurations or resolving product integration errors via phone, email, or chat
• Creates and facilitates MBR for PMCs
• Serves as final escalation point of our clients to any Support related inquiries or concerns up to resolution
• Escalates complex issues to Tier 3/Dev Team and relevant support teams with detailed documentation
• Guides customers through step-by-step solutions, ensuring clear communication
• Maintains accurate records of customer interactions and resolutions in the ticketing system
• Assists with basic to complex software navigation
• Stays 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)
• Reports to Customer Support Performance Coach or Sr. Customer Support

Skills

Python

AI tools

Automation

Scripting

Problem solving

Communication

Education

Three years college education

Tools

Salesforce

Zendesk

JIRA

PowerPoint

Word

Excel

Job description

RealPage Philippines, Inc. is seeking a Customer Support Ambassador III to provide advanced technical and functional support for RealPage software solutions.

You will troubleshoot complex issues, guide users through product features, and ensure timely resolution while maintaining high customer satisfaction. You will participate in AI-enabled and automation-driven support initiatives, leveraging scripts and tools to improve efficiency, accuracy, and the overall customer experience.