Customer Support Ambassador III - Coding Scripting AI Experience

Realpage

Pasig

Hybrid

PHP 420,000 - 620,000

Full time

6 days ago

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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

Job Description:

Overview

Make an Impact with RealPage

Looking for a role where your work directly influences business outcomes and customer success?

At RealPage, youll join a global SaaS technology company that is transforming the real estate industry through innovative software, data, and AI-driven solutions. We empower our teams to think big, take ownership, and deliver meaningful results every day.

Whether youre solving complex challenges, collaborating with global stakeholders, or driving operational excellence, youll have the opportunity to grow your career while making a real impact.

The Customer Support Ambassador III role provides advanced technical and functional support for RealPage software solutions, troubleshooting complex issues, guiding users, and ensuring timely resolution while maintaining high customer satisfaction. This role also supports AI-driven and automation initiatives by leveraging tools and emerging technologies to enhance operational efficiency and customer experience.

Responsibilities

What Youll Do

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.

Qualifications

What Were Looking For

Minimum of 3 years of college education, preferably in Business, IT, or a related field.
2-4 years of technical customer support experience, preferably 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.

Work Schedule & Setup

Must be willing to work onsite during the first 90 days of training
Hybrid setup begins on the 4th month, with two onsite days per week
Supports US business operations - Fixed graveyard shift schedule with night differential pay

What We Offer