Job Posting Title Customer Support Ambassador III - Coding / Scripting / AI Experience

RealPage, Inc.; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO coverage

Two dependents allowed

Retirement plan

Leave conversion

Life insurance

Paid time off

Job summary

RealPage, Inc. is seeking a Customer Support Ambassador III to provide 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.

You will leverage AI-driven tools and automation to enhance performance. Candidates should have CRM expertise (Salesforce, Zendesk, Jira), SQL knowledge, and proficiency in Microsoft Office.

Qualifications

• 3+ years of college education, preferably in Business, IT, or related field.
• 2-4 years of technical customer support experience in SaaS.
• Experience with CRM and support tools (Salesforce, Zendesk, Jira).
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Knowledge of SQL; exposure to Python, SQL, automation workflows, and AI-assisted tools.

Responsibilities

• Provide advanced technical and functional support for RealPage solutions, resolving complex issues via phone, email, and chat.
• Serve as the primary escalation point and coordinate with Tier 3, Dev and cross-functional teams.
• Document customer interactions, resolutions, and escalations with clear ticketing.

Skills

Problem solving

Communication

Multitasking

Education

College education

Business IT background

Tools

Salesforce

Zendesk

Jira

Job description

Overview

Make an Impact with RealPage

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

At RealPage, you'll 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 you're solving complex challenges, collaborating with global stakeholders, or driving operational excellence, you'll 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 You'll 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 We're 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

• Enjoy complimentary meals while you’re in the office

• Day 1 HMO coverage with up to two FREE dependents

• Retirement savings plan

• Leave conversion program

• Life insurance coverage

• Enjoy paid time off, company holidays