AI-Driven SaaS Support Specialist: Coding & Automation

Realpage; Pasig; Hybrid; PHP 420,000 - 620,000; Full time

Benefits offered by this job

Meals provided in office

Day 1 HMO coverage

Retirement savings plan

Leave conversion program

Life insurance coverage

Paid time off, company holidays

Job summary

RealPage Philippines is seeking a Customer Support Ambassador III to provide advanced technical and functional support for RealPage solutions, including CRM configurations and integrations, via phone, email, and chat. You will help resolve complex issues and support AI-driven initiatives to improve efficiency and customer experience.

This hybrid role requires 2–4 years in SaaS customer support, experience with Salesforce, Zendesk, Jira, and SQL; onsite training for 90 days, then two onsite days

Qualifications

• 2–4 years of technical customer support experience, preferably in a SaaS environment.
• 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 established 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.

Skills

CRM tools

SaaS customer support

SQL

Python exposure

Microsoft Office

Education

Three years of college education

Tools

Salesforce

Zendesk

Jira

Job description

RealPage Philippines is seeking a Customer Support Ambassador III to provide advanced technical and functional support for RealPage solutions, including CRM configurations and integrations, via phone, email, and chat. You will help resolve complex issues and support AI-driven initiatives to improve efficiency and customer experience.

This hybrid role requires 2–4 years in SaaS customer support, experience with Salesforce, Zendesk, Jira, and SQL; onsite training for 90 days, then two onsite days