Customer Support Ambassador III - Coding / Scripting / AI Experience

RealPage, Inc.; Pasig; Hybrid; PHP 480,000 - 600,000; Full time

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.

Skills

Strong problem-solving

Analytical skills

Verbal & written communication

Multitasking in fast-paced environment

Python & scripting

AI tools & automation

Education

Three years of college education (Business/IT/Tech)

Tools

Salesforce

Zendesk

JIRA

SQL

Python

SQL queries

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Job description

Overview

The Customer Support Ambassador III at RealPage is responsible for providing third-level technical and functional support to customers using RealPage software solutions. This role involves troubleshooting issues, guiding users through product features, and ensuring timely resolution of inquiries while maintaining a high standard of customer satisfaction. The ideal candidate is a problem-solver with strong communication skills and a passion for helping clients navigate RealPage’s property software and platforms.

In addition to core support responsibilities, this role contributes to AI-enabled and automation-driven support operations by leveraging tools, scripts, and emerging technologies to improve efficiency, accuracy, and customer experience.

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

AI, Automation & Innovation

• Utilize AI-powered tools (e.g., copilots, knowledge assistants) to improve troubleshooting speed and accuracy
• Apply automation tools and scripts to streamline repetitive support tasks (e.g., data validation, case handling steps)
• Assist in identifying opportunities for automation within support workflows and recurring issues
• Perform basic scripting or query execution (e.g., SQL, prebuilt scripts) to support issue resolution
• Contribute to the development and refinement of AI knowledge bases and prompts by documenting solutions and patterns
• Collaborate with Technical Coaches and leadership in testing and adopting new
• AI-driven support capabilities
• Ensure responsible and effective use of AI tools aligned with company guidelines

Qualifications

Required:

• 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

Preferred Qualifications:

• Basic understanding of SaaS, property management software, or related tech.
• Familiarity with RealPage products (e.g., OneSite, YieldStar, LeasingDesk).
• Knowledge of SQL and data coding and fixes
• Work Environment
• Fast-paced, customer-focused support environment.

Hybrid work setup Occasional overtime or on-call support during critical periods.

KNOWLEDGE/SKILLS/ABILITIESRequired:

Technical Skills:

• Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk).
• Strong troubleshooting skills in SaaS environments.
• Familiarity with support tools (e.g., Zendesk, Salesforce, JIRA).
• Basic to Intermediate knowledge of Microsoft PowerPoint, Word and Excel.
• Experience in:
  • Python
  • SQL / queries
  • Automation tools or workflows
  • AI-assisted support tools

Soft Skills:

• Excellent communication and active listening skills.
• Patience and empathy when dealing with customers.
• Ability to comprehend complex technical concepts.
• Strong organizational & time-management skills with the ability to handle multiple tasks
• Ability to collaborate effectively with other team members