AI-Driven SaaS Support Specialist: Scripting & SQL

RealPage, Inc.

Pasig

Hybrid

PHP 480,000 - 600,000

Full time

3 days ago

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Benefits offered by this job

Hybrid work setup

Job summary

RealPage, Inc. is seeking a Customer Support Ambassador III to provide third-level technical and functional support for RealPage software solutions. The role focuses on troubleshooting, guiding users through product features, and ensuring timely resolutions with high customer satisfaction.

The ideal candidate excels in communication and problem-solving and contributes to AI-driven support operations. The position supports hybrid work, with occasional overtime or on-call periods during peak

Qualifications

Must have completed at least three (3) years of college education (preferably inBusiness, 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
Basic understanding of SaaS or property management software (preferred)
Familiarity with RealPage products (OneSite, YieldStar, LeasingDesk) (preferred)
Knowledge of SQL and data coding/fixes (preferred)

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 for client inquiries up to resolution.
Escalates complex issues to Tier 3/Dev Team with detailed documentation.
Guides customers through step-by-step solutions with 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 and known issues.
Collaborates with cross-functional teams to improve support processes.
Meets or exceeds KPIs (response time, resolution rate, customer satisfaction).
Reports to Customer Support Performance Coach or Sr. Customer Support.
AI, Automation & Innovation: uses AI-powered tools to speed troubleshooting and automate repetitive tasks, assists in building knowledge bases, tests new AI capabilities, and ensures responsible AI use.