AI-Driven SaaS Support Specialist | Advanced Troubleshooting

Realpage

Cebu City

Hybrid

PHP 279,000 - 446,000

Full time

2 days ago

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Benefits offered by this job

Free meals

HMO coverage

Retirement plan

Leave conversion program

Life insurance coverage

Paid time off

Job summary

RealPage in Cebu City is seeking a Customer Support Ambassador III to deliver advanced technical and functional support for RealPage software solutions. The role involves troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction.

It supports AI-driven and automation initiatives to enhance efficiency and the customer experience. The position starts onsite for training (first 90 days) with a hybrid arrangement from month four onward,

Qualifications

Minimum of 3 years of college education, preferably in Business, IT, or a related field.
2-4 years of technical customer support experience in a SaaS environment with strong problem-solving, communication, and multitasking skills.
Experience with CRM and support tools (Salesforce, Zendesk, Jira) and troubleshooting in SaaS environments.
Proficient in Microsoft Office (Word, Excel, PowerPoint).
Knowledge of SQL and data coding and fixes; exposure to Python, SQL, automation workflows, and AI-assisted support tools.

Responsibilities

Provide advanced technical and functional support for RealPage solutions, resolving complex issues such as CRM configurations, product integrations, and software navigation via phone, email, and chat.
Serve as the primary escalation point for customer support concerns, facilitate MBRs for PMCs, and coordinate with Tier 3, Development, and cross-functional teams to drive issue resolution.
Document customer interactions, resolutions, and escalations while ensuring clear communication and accurate ticket management.
Stay current on RealPage product updates, collaborate on support process improvements, and meet KPIs for response time, resolution rate, and customer satisfaction.
Report to the Customer Support Performance Coach or Senior Customer Support leadership.
Leverage AI-powered tools, knowledge assistants, and automation solutions to improve troubleshooting efficiency, accuracy, and overall customer support experience.
Utilize scripts, queries (e.g., SQL), and automation tools to streamline repetitive support tasks, support issue resolution, and identify opportunities for workflow automation.
Contribute to AI knowledge bases, solution documentation, and the testing/adoption of new AI-driven support capabilities while ensuring compliance with company AI governance guidelines.